Search results for "Service Quality"
showing 10 items of 127 documents
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…
The interaction between social media, knowledge management and service quality: A decision tree analysis
2020
The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. Thirdly, we analyze to what extent KM mediates between SM and the quality of IT services, that is, which client activities on SM should be formalised…
Factors Affecting Mobile Diabetes Monitoring Adoption Among Physicians: Questionnaire Study and Path Model
2012
BackgroundPatients with type 1 and type 2 diabetes often find it difficult to control their blood glucose level on a daily basis because of distance or physical incapacity. With the increase in Internet-enabled smartphone use, this problem can be resolved by adopting a mobile diabetes monitoring system. Most existing studies have focused on patients’ usability perceptions, whereas little attention has been paid to physicians’ intentions to adopt this technology. ObjectiveThe aim of the study was to evaluate the perceptions and user acceptance of mobile diabetes monitoring among Japanese physicians. MethodsA questionnaire survey of physicians was conducted in Japan. The structured questionna…
Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction
2000
Bridging the gap between a firm's internal quality improvements and external measures of customer needs and satisfaction is an important yet complex translation process. The process has traditionally been studied within two very different domains. An external focus on customers has been the domain of marketers. Manufacturing and engineering-based approaches to quality management and improvement have traditionally taken a more internal, process improvement focus. Both areas have recognized the need to broaden thier focus and bridge the gap between internal quality and external customers needs and satisfaction. This paper offers a framework to integrate these two domains. A case study is pres…
Family firm prerequisites for international business operations: a production and marketing capabilities approach
2014
The purpose of this study is to compare SME family firms’ and non-family firms’ organisational prerequisites for international business operations. The main focus lies in the production and marketing capabilities needed for conducting international business. A quantitative study was conducted in Finland. A random sampling was done by utilising the database of the Confederation of Finnish Industries (EK). A sample of 2,000 firms was gathered from the target population, EK database, which consisted of 16,000 firms. The answer rate for the study was 28%. All together, 555 firms answered the mail survey. Three hundred thirty three respondents were coming from family firms and 222 replies repres…
Brand price differentials in retail distribution: product quality and service quality
2016
ABSTRACTA theoretical model is proposed to disentangle the contribution of brand quality and retailer service quality in explaining brand price differentials across retailers. Two testable hypotheses emerge: (i) for each brand type, price differences across retailers are independent of brand quality differentials and (ii) at a given retailer, price differences between different brand qualities are independent of service quality differentials. Our empirical analysis, for a sample of the U.K. grocery retailer prices, discloses that retailers that offer higher service quality sell same quality brands at higher prices. In particular, service quality premia amount to 6% for national brands and a…
The role of passion in the quality-value-satisfaction-intentions chain: linear models and the QCA approach for athletes
2019
The aim of this research is to determine the role of passion on future intentions, perceived value, and athletes’ satisfaction in relation to participatory sport events by combining two methodological approaches: linear models and qualitative comparative analysis (QCA). A sample of participatory sporting event athletes (n = 302) was analysed. The results suggest that there is a direct effect of harmonic passion (HP) on future intentions (FI), value (PV) and satisfaction (AS) and a direct effect of obsessive passion (OP) on satisfaction. Considering the indirect effects, both interactions were significant for the effect of perceived quality (PQ) and perceived value on satisfaction. In additi…
Transforming expertise from individual to regional community expertise: a four‐year study of an education intervention
2010
In this paper we present the empirical results of a study showing that individualised expertise can be transformed into regional community expertise by means of an education intervention programme. In view of the ongoing reform of the municipal and service structures in Finland, during which small municipalities are combined into areas with populations in excess of 20,000, the need for community expertise is obvious. The reorganisation of service arrangements aims at efficiency, lower costs, quality service and increased regional competitiveness. Due to the reform, local actors are expected to provide new, collaboration‐oriented strategies, while healthcare professionals in the municipaliti…
Prioritization of students’ needs for education service design and development by embedding AHP and fuzzy set theory: A case study
2015
Student satisfaction represents a strategic factor for many universities towards increasing competition concerning students recruitment. Thus, nowadays many universities take into account typical customer-oriented industry’s approaches for the education service design and development. In such a condition, prioritization of students’ needs represents a crucial step to appropriately adopt these approaches. This paper proposes an effective way to evaluate importance of students’ needs based on the Analytic Hierarchy Process (AHP) method, in which linguistic variables are parameterized by means of triangular fuzzy numbers, to deal with uncertainty, subjectivity and vagueness. Finally, a case st…
Environmental Quality and Entrepreneurial Activity in Rural Tourism in Italy
2012
We estimate the relation between environmental quality and services in rural tourism in Italy. We use the average number of firms per region in 2003-07 to indicate entrepreneurial activity. We suggest that heterogeneity among administrative regions can be tied to environmental quality. Incorporated farms in rural tourism are relatively more common in regions with better environmental quality, and command higher average price from better quality in hospitality. Only 7% of entrepreneurial activity can be attributable to environmental quality. We conclude that rural tourism activity in Italy is not genuinely tied to environmental quality.