Search results

1 – 10 of 32
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 4 October 2011

Lewlyn L.R. Rodrigues, Gopalakrishna Barkur, K.V.M. Varambally and Farahnaz Golrooy Motlagh

The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in…

11110

Abstract

Purpose

The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in their outcomes significantly or concur with each other. Hence, empirical investigation regarding the concurrence or difference of the two instruments is the purpose of this paper.

Design/methodology/approach

The research is qualitative (meta‐analysis of service quality literature) and quantitative (application of standard statistical procedures to test hypothesis). A pilot test of 35 students was conducted followed by a stratified random sampling of 84 students each for SERVQUAL and SERVPERF. Data collection was through a self‐administered questionnaire.

Findings

The empirical study proves that there is a significant difference in the outcomes of the two metrics. The implications of the study are based on the combined use of the two instruments. The research identified that tangibles and reliability are the two dimensions of higher service quality satisfaction, whereas empathy and assurance are the dimensions of least satisfaction in a higher education sector.

Research limitations/implications

Even though the sample size is adequate, the study outcome cannot be generalized completely as it is based on a research focused on a specific service.

Practical implications

The paper gives a methodical approach to apply both SERVQUAL and SERVPERF metrics and draw implications on the combined basis. The strengths and weaknesses thus identified would facilitate the service providers in implementing total quality management.

Social implications

Social responsibility is a key issue to be addressed by higher educational institutes and the implications of this research contribute to it strengthening.

Originality/value

Research inferences are based on the primary data obtained from service receivers of higher education and the inferences would add value to the body of knowledge of service quality literature, as the two most prominent instruments of service quality are empirically investigated for concurrence.

Access Restricted. View access options
Article
Publication date: 25 September 2007

Gopalakrishna Barkur, K.V.M. Varambally and Lewlyn L.R. Rodrigues

The purpose of this research is to study the influence of five critical factors on service quality in the insurance sector. Having studied the influence of these critical factors…

4517

Abstract

Purpose

The purpose of this research is to study the influence of five critical factors on service quality in the insurance sector. Having studied the influence of these critical factors, an attempt has been made to obtain a generic solution to enhance the quality of service by proposing a holistic framework of learning organization. As globalization and IT revolution have made the insurance sector highly knowledge‐intensive, customer expectations and perceptions have also grown exponentially. Hence, this research is timely and goal‐focused.

Design/methodology/approach

The research is based on system dynamics methodology, which involves sequential phases including: problem identification, conceptualization, model formulation, simulation and validation, and policy analysis and implementation. Meta‐analysis of existing literature and rationalization are also a part of the framework development.

Findings

The results have indicated that the key parameters, e.g. past experience, personal needs, external communication, word of mouth, and active clients have significant influence on service quality of the insurance sector.

Practical implications

The outcome of this study can be directly implemented in the insurance sector to enhance the quality of service, as it provides a means to convert the tacit knowledge in the organization into an explicit form. The knowledge managementsystem, as a component of the learning organization, acts as a central repository of organizational knowledge and enables the service providers to minimize the “service quality gap” as best practices, past experience, and solutions to problems of common occurrence will be available for common use.

Originality/value

This research is unique in the sense that it uses a system dynamics approach to service quality enhancement in the insurance sector. The research has immense value to the insurance sector, as its growth is a function of service quality.

Details

The Learning Organization, vol. 14 no. 6
Type: Research Article
ISSN: 0969-6474

Keywords

Available. Open Access. Open Access
Article
Publication date: 31 August 2013

A Rim Park and Hun-Koo Ha

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo…

776

Abstract

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.

Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement.

For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.

Details

Journal of International Logistics and Trade, vol. 11 no. 2
Type: Research Article
ISSN: 1738-2122

Keywords

Available. Open Access. Open Access
Article
Publication date: 21 November 2023

Niyaz Panakaje, Habeeb Ur Rahiman, S.M. Riha Parvin, Abbokar Siddiq and Mustafa Raza Rabbani

This research aims to explore the significance of cooperative efforts in promoting financial participation to enhance the socio-economic empowerment of the rural Muslims.

1844

Abstract

Purpose

This research aims to explore the significance of cooperative efforts in promoting financial participation to enhance the socio-economic empowerment of the rural Muslims.

Design/methodology/approach

The primary study with a structured questionnaire has been conducted taking a sample of 398 rural Muslim respondents from various rural regions of south India through proportionate stratified sampling techniques. Regression analysis, paired sample t-test and structural equation modelling (SEM) through statistical package for social sciences (SPSS) 26 & SPSS analysis of moment structures (AMOS) 23 software have been implemented to test the relationship.

Findings

The research outcome demonstrated a remarkable difference in the rural Muslim’s socio-economic conditions before and after availing the loans from cooperatives. Consequently, an extension of cooperative efforts widens the scope of financial participation which again has positively enhanced rural Muslim’s socio-economic empowerment.

Practical implications

This study will help various policymakers, academicians and communities to take necessary action for the upliftment of a particular community. The research further adds on to the existing research on the need and importance of cooperative efforts as an alternative finance for marginalised community in developing and emerging countries.

Originality/value

The result of this study is only confined to south India, posing a limitation for the study. Apart from the geographical restriction, the study solemnly covers the rural Muslim community extracting other sections of the society. Hence, for more generalisable pictures of the current results, further research is recommended from other stakeholders’ perspectives.

Details

Arab Gulf Journal of Scientific Research, vol. 42 no. 4
Type: Research Article
ISSN: 1985-9899

Keywords

Access Restricted. View access options
Article
Publication date: 29 July 2014

Abhishek Jain, Rajbir Bhatti and Harwinder Singh

The purpose of this paper is to review the literature on total productive maintenance (TPM) implementation practice to present an overview of TPM implementation practices adopted…

4871

Abstract

Purpose

The purpose of this paper is to review the literature on total productive maintenance (TPM) implementation practice to present an overview of TPM implementation practices adopted by various manufacturing organizations and suggest possible gaps from researchers and practitioner’s point of view. This study tries to identify the best strategy for improving competitiveness of small and medium enterprises (SMEs) in globalized market and evaluates TPM implementation practice in SMEs.

Design/methodology/approach

The objective of this paper is to study the role of TPM program in context of Indian industries either from SMEs to large-scale industries. The approach has been directed toward justification of TPM implementation practice for its support to competitive manufacturing in the context of Indian manufacturing industries.

Findings

TPM implementation improves productivity and working efficiency of employees and also improves equipment effectiveness and a positive inclination toward company is registered. Therefore, equipment maintenance is an indispensable function in a manufacturing enterprise. In this highly competitive environment, manufacturing organizations should consider maintenance function as a potential source for cost savings and competitive advantage. SMEs must be considered as an engine for economic growth all over the world (Singh et al., 2008). A total of 148 papers related to TPM implementation in large-scale industries and SMEs were collected, analyzed and classified on the basis of their applications, broadly into large industry and SMEs and further divided into Indian and Non-Indian, then case study, implementation, model, literature review, maintenance, service, etc. This classification has clearly shows that SMEs are in a need to adopt TPM implementation practice to compete in this global market and changing requirements of large industries. Maintenance is an indispensable function in a manufacturing enterprise. In this highly competitive environment, manufacturing organizations must be considered maintenance function as a potential source for cost savings and competitive advantage. Singh et al. (2008) have concluded that SMEs must be considered as an engine for economic growth of all over the world. Following are the objectives of this study: to suggest a classification of available literature on TPM implementation; to identify the need of TPM implementation in SMEs; to identify critical observations on each category of classification; to identify the potential of SMEs in India; to identify emerging trends of TPM implementation in India; to suggest directions for future researchers in the field of TPM implementation on the basis of above mention points; and to consolidate all available literature on TPM implementation practice.

Research limitations/implications

The challenges of stiff competition and the drive for profits are forcing the organizations to implement various productivity improvement efforts to meet the challenges posed by ever-changing market demands. In the dynamic and highly challenging environment, reliable manufacturing equipment is regarded as the major contributor to the performance and profitability of manufacturing systems.

Practical implications

In this dynamic world, importance of SMEs in the growth of the nation needs more attention of researchers and industrialists. After the globalization of market, SMEs have got many opportunities to work in integration with large-scale organizations. All the organizations from SMEs to large-scale industries can adopt effective and efficient maintenance strategies such as condition-based maintenance, reliability-centered maintenance and TPM over the traditional firefighting reactive maintenance approaches (Sharma et al., 2005).

Social implications

In our view, this paper clearly identifies implications for research which will be useful for society. The gap discussed by authors needs to be addressed by future researchers.

Originality/value

This implementation strategy can help to save huge amounts of time, money and other useful resources in dealing with reliability, availability, maintainability and performance issues. On the basis of available literature, it can be understood that SMEs should change their maintenance strategies to cope up with global competition so that a lot of resources can be utilized in a better direction.

Details

International Journal of Lean Six Sigma, vol. 5 no. 3
Type: Research Article
ISSN: 2040-4166

Keywords

Access Restricted. View access options
Article
Publication date: 15 October 2019

Rejikumar G., Raja Sreedharan V. and Raiswa Saha

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural…

2152

Abstract

Purpose

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural changes. Indian consumers attract global players due to untapped potential and favorable policy measures initiated for higher foreign direct investments. The purpose of this paper is to understand the prevailing level of service quality as perceived by insurance customers in India in the presence of certain contextual antecedents and moderators.

Design/methodology/approach

Perceptions about constructs like customer risk dispositions, awareness, past experiences, customer involvement, choice overload, service quality and satisfaction of 256 customers were collected using a questionnaire survey. A variance-based structural equation modeling helped to identify significant linkages among the constructs.

Findings

In order to assess service quality levels, a 15-item scale having the infrastructure, employees, agents and product dimensions was found valid and reliable. Choice overload and customer involvement were found to moderate the influence of antecedents and service quality, respectively. The influence of choice overload on quality perceptions is insignificant. The study concludes that the existing risk beliefs are insufficient, and experiences have less predictive contribution to quality perceptions.

Research limitations/implications

Theoretically, this study examined the process of satisfaction development from service quality perceptions. This study offers insights for developing theories to portray future consumer behavior where more dependence of self-service technologies is expected to dominate service delivery mechanisms in insurance. The study informs that general insurance customers in India prefer more diversified products, more customer-centric employees/agents and better technical quality.

Practical implications

The findings of this study contribute to the understanding of the prevailing insurance consumer behavior in the general insurance sector of India and help insurance service providers in streamlining their strategies for better insurance penetration and reduced lapse rate.

Originality/value

This study helps in understanding the emerging trends in general insurance buying behavior in India.

Details

Management Decision, vol. 59 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

Access Restricted. View access options
Article
Publication date: 11 March 2019

Ingy Shafei, Jan Walburg and Ahmed Taher

The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which…

838

Abstract

Purpose

The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.

Design/methodology/approach

The study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach) α, composite reliability, factor analysis and logistic regression analysis.

Findings

Findings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.

Originality/value

Using the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

Details

International Journal of Health Care Quality Assurance, vol. 32 no. 2
Type: Research Article
ISSN: 0952-6862

Keywords

Access Restricted. View access options
Book part
Publication date: 10 April 2023

Antonina (Tonya) Bauman

An educator’s work is gratifying but highly stressful. Stress arises from external factors such as school, accrediting agencies, students, and parents, as well as internal factors…

Abstract

An educator’s work is gratifying but highly stressful. Stress arises from external factors such as school, accrediting agencies, students, and parents, as well as internal factors like the teacher’s own skills, beliefs, and emotions. The phrase ‘to catch stress’ is used metaphorically in this chapter as it refers to an individual reaction to a situation that has a negative impact on the educator’s wellbeing, just like catching a disease has a negative impact on a person’s health. Working with people of different ages and personalities creates a variety of stressful situations that can negatively impact the ability of educators to do their job effectively. Stress might lead to job dissatisfaction and the desire to quit. Teachers’ stress also impacts students, since educators may become less concerned about students’ learning and put less effort into teaching when under stress. While the external causes of stress cannot be eliminated, educators can use techniques that reduce internal stress. This chapter offers a list of practical recommendations that might help educators manage their emotional reactions to stressful situations.

Details

Honing Self-Awareness of Faculty and Future Business Leaders: Emotions Connected with Teaching and Learning
Type: Book
ISBN: 978-1-80262-350-5

Keywords

Access Restricted. View access options
Article
Publication date: 19 July 2013

Prodromos Chatzoglou, Dimitrios Chatzoudes, Eftichia Vraimaki and Anastasios Diamantidis

The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece…

2616

Abstract

Purpose

The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the “New Public Management” (NPM) discipline that has recently found itself under serious critique.

Design/methodology/approach

The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample.

Findings

In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative.

Research limitations/implications

The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment.

Practical implications

The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper.

Originality/value

CSCs are, according to the best of the researchers’ knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision.

Details

International Journal of Productivity and Performance Management, vol. 62 no. 6
Type: Research Article
ISSN: 1741-0401

Keywords

Access Restricted. View access options
Article
Publication date: 4 September 2017

Danilo Soares Silva, Gustavo Hermínio Salati Marcondes de Moraes, Ieda Kanashiro Makiya and Francisco Ignácio Giocondo Cesar

This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs…

2968

Abstract

Purpose

This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide.

Design/methodology/approach

A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents.

Findings

The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey.

Originality/value

The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

Details

Quality Assurance in Education, vol. 25 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

1 – 10 of 32
Per page
102050