Total Quality Management & Business Excellence, 2007
Total Quality Management is an integrated approach to management that continuously improves the q... more Total Quality Management is an integrated approach to management that continuously improves the quality of products and services to achieve customer satisfaction. Even though researchers throughout the world have developed various models to measure service quality in service organizations, the instrument SERVQUAL formed the basis for all the models. After a careful analysis of SERVQUAL, it has been found that certain important aspects of service quality were not covered in it. Hence, this research work proposes a conceptual framework and an instrument for measuring the customer-perceived service quality. The instrument has been designed with specific reference to the automobile service sector. Data have been collected from the customers of various automobile service stations. The proposed instrument has been empirically tested for convergent validity, unidimensionality and reliability using a confirmatory factor analysis approach. A conceptual framework for service quality has been proposed based on the results and findings of the research work.
... The B2B literature is reviewed to examine whether and how extrinsic attributes may influence ... more ... The B2B literature is reviewed to examine whether and how extrinsic attributes may influence buyer ... a base-line model is estimated based on data gathered from a service industry and ... customer value from various perspectives, we have not come across any study that examines ...
International Journal of Quality and Service …, 2009
... Cronin, JJ, Brady, MK, Hult, GTM (2000), "Assessing the effects of quality, ... more ... Cronin, JJ, Brady, MK, Hult, GTM (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment", Journal of Retailing, Vol. 76 No.2, pp.193-218. ...
... Results on Table V demonstrate that the impact of administrative service on relationship ... ... more ... Results on Table V demonstrate that the impact of administrative service on relationship ... in therelationship between communication, delivery service, administrative service and relationship satisfaction. ... Aaker, DA (1991), Managing Brand Equity, The Free Press, New York, NY, . ...
... the service is, and the meaning of quality (and service quality), to address such critical ... more ... the service is, and the meaning of quality (and service quality), to address such critical success issues as ... gEMPAT is marginal, as its critical significance value sits on the borderline of the 95 per ... Table VInter-correlations of: (1-4) Expected factors, (5-9) Gap-5 values, and (10-12 ...
Service loyalty, with its final effect on repurchasing by customers, appears to have received rel... more Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response rate of 20.5 per cent is obtained. Results indicate that customer satisfaction does play a mediating role in the effect of service quality on service loyalty. The effects of a number of demographic indicators on service loyalty are also reported. Implications are discussed, limitations of the study are noted and possible areas for further research are indicated.
This study reports an application in the hospitality industry of the SERVQUAL model developed by ... more This study reports an application in the hospitality industry of the SERVQUAL model developed by Parasuraman, ZeithamI and Berry. Although originally developed for application within the financial services sector, the model is designed to measure those components of service that generate satisfaction within five dimensions. This study identified the existence of gaps between clients' and management perceptions of attributes of the hotel, and between client expectation and perception of the services offered. It is argued that the existence of these gaps is a source of dissatisfaction with services provided. Factor analysis identified five dimensions explaining 78 per cent of variance, hut these differed from the SERVQUAL model.
This article develops a model of how customers with prior experiences and expec-tations assess se... more This article develops a model of how customers with prior experiences and expec-tations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated ...
Service quality has gained significant attention in the last two decades. Various tools have been... more Service quality has gained significant attention in the last two decades. Various tools have been developed to measure service quality, the most prominent being the SERVQUAL survey instrument. It has been generally agreed that SERVQUAL and other instruments for measuring service quality are not entirely satisfactory. Recently, the Analytic Hierarchy Process (AHP) has also been applied for measuring service quality. Unfortuantely, applications of SERVQUAL and applications of AHP have not been compatible with each other since the former has traditionally been applied for measuring service quality of a single firm while the latter has usually been applied to compare service quality of more than one firm. In this paper, we have proposed a novel application of AHP so that it can be used to measure service quality of a single firm. The results and feedback received from the respondents indicate that AHP can be advantageously applied to measure service quality of an organization.
Keywords: IS management, evaluation, measurement, service quality, user attitudes, user expectati... more Keywords: IS management, evaluation, measurement, service quality, user attitudes, user expectations iSRL Categories: AI0104, AlOlOg, A104, E10206.03, GB02, GB07
Objectives: This prospective study was aimed at analyzing the customer satisfaction level and to ... more Objectives: This prospective study was aimed at analyzing the customer satisfaction level and to investigate factors associated with customer satisfaction among the customers of Indian Foreign Banks (with special reference to Standard Chartered Bank, Chennai) using the gap model of service quality as proposed by Parasuraman, Zeithaml, and Berry. In the model, any gap between the expected and perceived service
Total Quality Management & Business Excellence, 2007
Total Quality Management is an integrated approach to management that continuously improves the q... more Total Quality Management is an integrated approach to management that continuously improves the quality of products and services to achieve customer satisfaction. Even though researchers throughout the world have developed various models to measure service quality in service organizations, the instrument SERVQUAL formed the basis for all the models. After a careful analysis of SERVQUAL, it has been found that certain important aspects of service quality were not covered in it. Hence, this research work proposes a conceptual framework and an instrument for measuring the customer-perceived service quality. The instrument has been designed with specific reference to the automobile service sector. Data have been collected from the customers of various automobile service stations. The proposed instrument has been empirically tested for convergent validity, unidimensionality and reliability using a confirmatory factor analysis approach. A conceptual framework for service quality has been proposed based on the results and findings of the research work.
... The B2B literature is reviewed to examine whether and how extrinsic attributes may influence ... more ... The B2B literature is reviewed to examine whether and how extrinsic attributes may influence buyer ... a base-line model is estimated based on data gathered from a service industry and ... customer value from various perspectives, we have not come across any study that examines ...
International Journal of Quality and Service …, 2009
... Cronin, JJ, Brady, MK, Hult, GTM (2000), "Assessing the effects of quality, ... more ... Cronin, JJ, Brady, MK, Hult, GTM (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment", Journal of Retailing, Vol. 76 No.2, pp.193-218. ...
... Results on Table V demonstrate that the impact of administrative service on relationship ... ... more ... Results on Table V demonstrate that the impact of administrative service on relationship ... in therelationship between communication, delivery service, administrative service and relationship satisfaction. ... Aaker, DA (1991), Managing Brand Equity, The Free Press, New York, NY, . ...
... the service is, and the meaning of quality (and service quality), to address such critical ... more ... the service is, and the meaning of quality (and service quality), to address such critical success issues as ... gEMPAT is marginal, as its critical significance value sits on the borderline of the 95 per ... Table VInter-correlations of: (1-4) Expected factors, (5-9) Gap-5 values, and (10-12 ...
Service loyalty, with its final effect on repurchasing by customers, appears to have received rel... more Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response rate of 20.5 per cent is obtained. Results indicate that customer satisfaction does play a mediating role in the effect of service quality on service loyalty. The effects of a number of demographic indicators on service loyalty are also reported. Implications are discussed, limitations of the study are noted and possible areas for further research are indicated.
This study reports an application in the hospitality industry of the SERVQUAL model developed by ... more This study reports an application in the hospitality industry of the SERVQUAL model developed by Parasuraman, ZeithamI and Berry. Although originally developed for application within the financial services sector, the model is designed to measure those components of service that generate satisfaction within five dimensions. This study identified the existence of gaps between clients' and management perceptions of attributes of the hotel, and between client expectation and perception of the services offered. It is argued that the existence of these gaps is a source of dissatisfaction with services provided. Factor analysis identified five dimensions explaining 78 per cent of variance, hut these differed from the SERVQUAL model.
This article develops a model of how customers with prior experiences and expec-tations assess se... more This article develops a model of how customers with prior experiences and expec-tations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated ...
Service quality has gained significant attention in the last two decades. Various tools have been... more Service quality has gained significant attention in the last two decades. Various tools have been developed to measure service quality, the most prominent being the SERVQUAL survey instrument. It has been generally agreed that SERVQUAL and other instruments for measuring service quality are not entirely satisfactory. Recently, the Analytic Hierarchy Process (AHP) has also been applied for measuring service quality. Unfortuantely, applications of SERVQUAL and applications of AHP have not been compatible with each other since the former has traditionally been applied for measuring service quality of a single firm while the latter has usually been applied to compare service quality of more than one firm. In this paper, we have proposed a novel application of AHP so that it can be used to measure service quality of a single firm. The results and feedback received from the respondents indicate that AHP can be advantageously applied to measure service quality of an organization.
Keywords: IS management, evaluation, measurement, service quality, user attitudes, user expectati... more Keywords: IS management, evaluation, measurement, service quality, user attitudes, user expectations iSRL Categories: AI0104, AlOlOg, A104, E10206.03, GB02, GB07
Objectives: This prospective study was aimed at analyzing the customer satisfaction level and to ... more Objectives: This prospective study was aimed at analyzing the customer satisfaction level and to investigate factors associated with customer satisfaction among the customers of Indian Foreign Banks (with special reference to Standard Chartered Bank, Chennai) using the gap model of service quality as proposed by Parasuraman, Zeithaml, and Berry. In the model, any gap between the expected and perceived service
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