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Introduction
Published in Sayeda Begum, Chandrasekharan Rajendran, L. Prakash Sai, K. Ganesh, Sanjay Mohapatra, Total Quality Management in Higher Education, 2020
Sayeda Begum, Chandrasekharan Rajendran, L. Prakash Sai, K. Ganesh, Sanjay Mohapatra
Parasuraman et al. (1985) opined that “service quality is an elusive and indistinct construct which can be identified by four primary service characteristics namely intangibility, inseparability of production and consumption, heterogeneity and perishability”. Gronroos (1982) was one of the earliest researchers who recognized the need to develop valid and distinct measures of service quality. Service quality perceptions result from a comparison of consumer expectations with actual service performance (Parasuraman et al., 1985). Perceived service quality is an attitude related to consumer judgment on the overall service received. Parasuraman et al. (1988) suggested the SERVQUAL instrument to assess service quality. The SERVQUAL instrument assesses service quality by identifying the gaps between customers’ expectations and perceptions of the performance of service. A few studies have also used the importance-performance scale to examine service quality, and some have devised their own instruments. Brady et al. (2002) suggested that measuring perceptions (SERVPERF–importance-weighted performance measure) alone might provide a better operationalization of service quality than measuring the difference between expectations and perceptions. While researchers such as Parasuraman et al. (1994) held the view that the perception of quality of service is a determinant of satisfaction, Bolton and Drew (1991) observed that satisfaction precedes the quality perceived. Zeithaml and Bitner (1996)agreed that perceived quality is just one of a number of antecedent factors driving satisfaction.
New CRM Acronym – “Customer Really Matters”
Published in Flevy Lasrado, Norhayati Zakaria, Internalizing a Culture of Business Excellence, 2018
Flevy Lasrado, Norhayati Zakaria
SERVQUAL, also referred to as the service quality gap model, is used by many industries across the globe to ascertain gaps in service quality. This model helps the organization to identify gaps between customer expectations and actual services provided at the different stages of service delivery. This is done by ascertaining the perceptions of a service along the five dimensions that represent service quality: reliability, assurance, tangibles, empathy, and responsiveness. This model enables the assessment of service quality from the customer’s perspective.
Stakeholder Elaboration: The Primacy of Customers and Other Observations
Published in Rick L. Edgeman, Complex Management Systems and the Shingo Model, 2019
More recently the dimensionality of SERVQUAL has been reduced to five, with those dimensions as reliability, responsiveness, tangibles, assurance, and empathy (Zeithaml, Parasuraman, and Berry, 1990). In this formulation, responsiveness is a combination of responsiveness and access as previously described. Similarly, assurance combines the previously cited elements of competence, credibility, security, and courtesy whereas empathy combines the previously defined elements of communication with understanding and knowing the customer.
Quality design for maritime studies programme in the digital era
Published in Maritime Policy & Management, 2023
Le Yi Koh, Kevin Li, Ying Ying Chia, Kum Fai Yuen
QDs reflect the needs of the customers. Thus, a multi-dimensional framework can be used to define customers’ perception of quality. SERVQUAL (Parasuraman, Zeithaml, and Berry 1985) has been used to measure IHLs’ service quality (Cuthbert 1996; Yousapronpaiboon 2014; Otávio José and Ferreira 2009). SERVQUAL assesses service quality by measuring the gap between customer expectation and perception based on five service QDs i.e., tangibles, reliability, assurance, responsibility, and empathy. In Ladhari (2009), some pitfalls of the SERVQUAL model were the lack of industry-specific measurements, low applicability in the online environment, and inconsistent applicability in different cultural contexts. This raises the need to develop customised models to evaluate higher education service quality as generic models such as SERVQUAL cannot meet the specific needs of the higher education sectors.
The perception and expectation of WASH technology services in Pointe-Noire Ville and Tandou-Boma, Republic of Congo through novel conventional-SERVQUAL-AHP model
Published in Urban Water Journal, 2022
Owassa Dza Rebecca Annisha, Zifu Li, Ngomah Madgil Don Stenay Junior, Oscar Omondi Donde
SERVQUAL is the combination of two words “Service’ and ‘Quality”. Service’, it is a multi-dimensional research instrument, designed to capture customer expectations and perceptions of a service delivery along the five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy-disconfirmation paradigm, meaning that service quality is understood as the extent to which consumers’ pre-consumption expectations of quality are confirmed or disconfirmed by their actual perceptions of the service experience (Parasuraman, Ziethaml, and Berry 1985). The use of SERVQUAL as a research instrument in the study of community perception on water and wastewater treatment and handling services has not been explored to improve the understanding of various aspects of WASH, and offer applicable and working recommendations (Alam and Mondal 2019). The Analytic Hierarchy Process (AHP), a tool for decision making was developed by Saaty (1980), and has been in use for many years. It remains simple and rational in decision making and follows three major steps of weight calculation (Saaty 1980; Alam and Mondal 2019).
A Hybrid GDM-SERVQUAL-QFD Approach for Service Quality Assessment in Hospitals
Published in Engineering Management Journal, 2018
Zohreh Raziei, S. Ali Torabi, Siavash Tabrizian, Behzad Zahiri
In their seminal work, Parasuraman et al. (1985) introduced SERVQUAL to measure the quality of services based on gap analysis. Through this model, the authors concentrated on ten major criteria for evaluating service quality and finally chose five performance dimensions for SERVQUAL (tangible, reliability, responsiveness, empathy, and assurance). Another critical and indispensable dimension for evaluating service quality is “professionalism”. According to the healthcare literature (Büyüközkan et al., 2011), this dimension, alongside the five central dimensions of SERVQUAL, should be utilized for evaluating service quality in hospitals. Even though SERVQUAL has been designed to recognize important gaps between predicted and perceived service, it does not offer a solution to remove these gaps (Tan & Pawitra, 2001). QFD can be adopted to overcome this deficiency, which consequently leads to an integrated SERVQUAL-QFD model.