Dal ServQual al ServPerval

The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring service quality from the end-user perspective within specific-industry contexts. The main aim of this research-in-progress paper is to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring service quality from the customer's perspective in specific-industry contexts. This study contributes to knowledge in the field of service quality research as it suggests future research directions for academicians in related research.

IOSR Journal of Business and Management, 2012

To survive and excel in today's competitive market organizations must realize the significance of customer-oriented business philosophies and quality management approaches in managing the business. Customers are becoming more aware of their requirements. Their expectations and perceptions are continually evolving making it more difficult for the service providers to measure and manage services effectively and efficiently. Implementation of total quality in the service industry is comparatively more complex and difficult due to the fact that quality of services cannot be defined objectively. Additionally, service industry by nature has less control over factors which affect quality. Very few methods are considered to be effective measurement tools for services so far while a number of methods have been introduced and practiced for measuring the quality of physical goods. This paper attempts to highlight the implication of SERVQUAL, one of the widely accepted methods for measuring service quality. The SERVQUAL methodology is briefly demonstrated by a small survey conducted on a randomly selected bunch of customers regarding the service quality provided by a particular commercial bank. The paper concludes with some recommendations regarding further research topics related to service quality measurement.

GIS Business, 2019

The development of a modern competitive environment and those of information technology through globalization has encouraged companies to focus more on the context of Service quality. These service qualitiesshould be especially oriented toward customer satisfaction and that of the aspects associated with those of customer loyalty, its effect on increasing the revenue. In the era of customers,they are in search of the companies who provide good service, this is one of the most important strategies for their organizational success and satisfies the urge of survival in today's competitive environment. The methodology of critical value analysis is put into use for the setting of the customer service according to their priorities. Furthermore, an approach is being undertaken to evaluate the importance of the customers is also adopted. This research paper ends with an appropriate conclusion that discusses the relevant findings of the survey and proposes a way to conduct more research ...

Revista Gestão Industrial, 2014

This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers' satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers' satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.

International Journal of Business and Management, 2010

Article , 2012

This article examines the concept of service quality and reviews several service quality models. The measurement of service quality model called as SERVQUAL model has been developed by Parasuraman, Zeithmal and Berry, which consists of five dimensions such as Tangibles, Reliability, Responsiveness, Assurance and Empathy. It contains two sections: (i) 22 items relate to customers' expectations and another 22 items relate to customers' perceptions on service provided by the service organizations. Further the article deals with service quality gap model to identify the between expected service and perceived service. This would help better understanding of measurement of service quality. The SERVQUAL scale developed by Parasuraman, et.al, was criticized by several researchers. The criticisms are elaborately discussed in this article. Despite the disagreement of critics on the concept of operationalization of the SERVQUAL model, several researchers continued to utilize the model to measure the service quality in a wide variety of service industries and this has been proved to be the best measure of service quality.

Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. Outcomes of the study outline the fact that although SERQUAL could close one of the important service quality gaps associated with external customer services, it could be extended to close other major gaps and therefore, it could be developed in order to be applied for internal customers, i.e. employees and service providers.

SERVICES QUALITY AND CUSTOMER LOYALTY: ADEQUACY OF SERVQUAL MODEL Karunaratna A.C. Abstract Delivering services quality is a vital strategy for success of an organization at current competitive business context. In the telecommunications industry, the most dynamic change can be recognized in the field of mobile phone sector. The purpose of this study is to present empirical evidence of services quality effect on customer loyalty. The survey method was used to conduct the study. The sample consisted of 300 respondents. The Pierson’s Correlation and Regression analysis were employed to test the impact of services quality on customer loyalty. The study findings showed that services quality dimensions of responsiveness and empathy have significant positive relationship with customer loyalty while tangibles, reliability, and assurance also indicate positive correlation with customer loyalty. Exhibiting their level of loyalty, no significant difference between male and female subscribers ...

Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers' perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. Purpose -The main purpose of this study theoretically is finding out how applicable the SERVQUAL model is in the context of grocery stores and empirically, describe how consumers (students) perceive service quality and whether they are satisfied with services offered by these stores in Umea. Design/methodology/approach -A self-completion questionnaire was developed from the SERVQUAL instrument and distributed using a convenience sampling technique to students in the Umea University campus to determine their perceptions of service quality in grocery stores. Findings -From the analysis carried out, it was found out that, the SERVQUAL model was not a good instrument to measure service quality because some of the items under the dimensions overlapped and regrouped under different dimensions from the factor analysis carried out. It also showed some items associated to more than one component. Some dimensions showed a reliability scale of less than 0.7 which could have been as result of the wordings used in the questionnaires or the number of items used under each dimension. Also, it was found that the overall service quality perceived by consumers was not satisfactory meaning expectations exceeded perceptions and all the dimensions showed higher expectations than perceptions of services. Research implications -Theoretically, from the findings, it implies that the SERVQUAL model is not the best tool to use measure service quality in grocery stores because the dimensions do not best measure the construct in that context. Practical implications suggest that grocery stores in Umea are not providing the level of service quality demanded by customers. The findings suggest that grocery stores need to improve all the dimensions of service quality from the gap analysis carried out. Originality/value -This study contributes to the already existing studies examining service quality in grocery stores using the SERVQUAL model and also provides empirical results that could guide management dealing with retail activities to take corrective actions that lead to growth in the company.