Search results for "SERVQUAL"

Strategic analysis of transit service quality using fuzzy AHP methodology

2013

Customer satisfaction analyses are deeply based on customers' judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined manner the AHP method and the Fuzzy Sets Theory is proposed in order to overcome limitations of the traditional service evaluation approaches. Subsequently, by considering the Italian public transit service sector, a service quality analysis is conducted and the overall transit service quality structure i…

Digital Banking in Northern India: The Risks on Customer Satisfaction

2021

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputa- tion. Offering digita…

Comparative evaluation of critical factors in Delivering service quality gaps in the Bangladeshi banking industry

2018

Master's thesis Business Administration BE501 - University of Agder 2018 This research study aims to search for the gaps in the quality of the service for the customers in different types of banks in Bangladesh. The study will evaluate the service quality gaps regarding different critical factors based on the SERVQUAL model which is initially established by Parasuraman. The relative importance and necessity of these vital factors in the evaluation of overall service qualitygaps investigated in the dominance analysis technique. This study was run by the questions and interviews of bank customers to find their perceptions about the service quality of selected Bangladeshi banks (Mary & Karl 20…

Evaluation to support stakeholder centered design and continuous quality improvement in higher education services

2014

Abstract: Evaluation and self-evaluation procedures are commonly used in educational institutions to measure education services and research performance. This chapter describes the main opportunities that evaluation-based approaches can produce to support processes of design and continuous quality improvement in higher education institutions in the light of recent normative measures in Italy to address quality aspects of education services. Subsequently, a new approach – based on the ServQual conceptual model – that evaluates education services is used to carry out a strategic analysis of education services at the management engineering program at the University of Palermo, Italy.

A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area

2013

In recent years, the attention that the European Community has focused on the education sector has produced a new university commitment addressed to quality aspects for all education related services. In fact, a quality oriented service requires excellence in the design and planning of service activities, as well as during its delivering and also for the adopted service performance evaluation method. However, considering that service performance evaluations are deeply based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unrelia…

A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily

2016

A novel fuzzy framework is considered to analyze healthcare service quality.The fundamental quality structure of healthcare service delivered in Sicily is described.The public healthcare in Sicily (Italy) is strategically analyzed.Strategic stakeholders' oriented implications for healthcare improvements are given. A novel fuzzy evaluation framework is applied in this study to evaluate service quality in the public healthcare sector. In particular, the proposed framework is based on the ServQual disconfirmation paradigm and incorporates the Analytic Hierarchy Process (AHP) method to elicit reliable estimations of service quality expectations. Moreover, degrees of uncertainty, subjectivity an…

Measuring hospital service quality: a methodological study

1999

Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature.

2019

Objective A short questionnaire which can be applied for assessing patient satisfaction in different contexts and different countries is to be developed. Methods Six items addressing tangibles, reliability, responsiveness, assurance, empathy, and communication were analysed. The first five items stem from SERVQUAL (SERVice QUALity), the last stems from the discussion about SERVQUAL. The analyses were performed with data from 12 surveys conducted in six different countries (England, Finland, Germany, Greece, the Netherlands, Spain) covering two different conditions (type 2 diabetes, stroke). Sample sizes for included participants are 247 in England, 160 in Finland, 231 in Germany, 152 in Gre…

An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector

2016

Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision process, customer satisfaction, customer loyalty, service quality, SERVQUAL model have been discussed along with relevant relationship between them in the literature review and based upon it, a conceptual …

Design of a university course quality by Teaching Experiments and Student Feedback (TESF)

2009

Quality of the academic system must be constantly monitored, especially under conditions of growing competition and limited resources. Those who are interested in quality, doing research and teaching on it, should ensure quality of the processes for which they are responsible. Teaching is one of the primary services offered by a university. For it, all fundamental principles of Total Quality Management (TQM) must be valid. In this article the authors propose a methodology for designing the quality of a university course, considered as a basic service of a complex educational system. The methodology is based on the concurrent use of teaching experiments performed by a teacher, and the SERVQU…