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Tarigan, Eunike Riahta. "Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java." Arthavidya Jurnal Ilmiah Ekonomi 22, no. 2 (October 1, 2020): 220–37. http://dx.doi.org/10.37303/a.v22i2.167.
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Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.
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Hudson, Jay T., Bridget K. Behe, Harry G. Ponder, and William E. Barricks. "Consumer Perceptions and Expectations of Garden Center Product and Service Quality." Journal of Environmental Horticulture 15, no. 1 (March 1, 1997): 12–15. http://dx.doi.org/10.24266/0738-2898-15.1.12.
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Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.
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Dogney, Jaydeep, Payal Bhargava, and Arvind Kumar Shrimali. "Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks." Production Engineering Archives 22, no. 22 (March 1, 2019): 41–44. http://dx.doi.org/10.30657/pea.2019.22.08.
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Abstract To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.
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Jhamb, Deepika, Amit Mittal, and Pankaj Sharma. "THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY." Business: Theory and Practice 21, no. 1 (May 26, 2020): 360–72. http://dx.doi.org/10.3846/btp.2020.11480.
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The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.
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Stringam, Betsy, and John Gerdes. "Service gap in hotel website load performance." International Hospitality Review 33, no. 1 (July 1, 2019): 16–29. http://dx.doi.org/10.1108/ihr-09-2018-0012.
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Purpose The purpose of this paper is to investigate how well hotel website load time performance compared against customer expectation benchmarks. In a competitive market, service interactions are important. As customers move to mobile devices, the time to load a website is a critical part of the service delivery. Long load times can lead to poor service experiences, customer frustration and lost business. Hotel website load times on both mobile and desktop devices were examined and compared to service expectations. Design/methodology/approach The study used an online service to assess and compare website load performance using both desktop and mobile devices for 259 international hotel company and sub-brand websites. Findings The time to load hotel websites was significantly slower on mobile devices compared to desktops. Load times on both platforms exceeded 3 s, which is considered best practice. Long load times represent a service gap and can cause dissatisfaction resulting in a potential customer abandoning the website for a competitor’s site, thus affecting sales. Research limitations/implications While the population for the study was robust in size and contained most of the major hotel companies worldwide, it was not exhaustive. Data also represent a snapshot and will change over time. Load times vary based on test location, access device and network traffic. Additionally, web page load times and customer expectations will change as technology evolves. Originality/value Increased use of mobile devices for hotel reservations increases the importance of mobile service delivery. This is the first known study to measure hotel website load times for mobile devices, and to examine both mobile and desktop performance against best practice. The results of this study highlight a service gap, which can lead to loss of business. Given the consistency of the results, the authors suspect that this is an issue that has not been recognized within the industry. This study is valuable because it exposes an issue of website design not generally addressed in the hospitality industry, even though tools are available to monitor site performance.
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McKnight, Susan. "Bridging the gap between service provision and customer expectations." Performance Measurement and Metrics 10, no. 2 (July 3, 2009): 79–93. http://dx.doi.org/10.1108/14678040911005428.
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Saunders, Stephen G. "Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach." Journal of Service Theory and Practice 25, no. 6 (November 9, 2015): 796–812. http://dx.doi.org/10.1108/jstp-07-2014-0148.
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Purpose – Many service employees rely on non-contractual voluntary customer tips as a major source of their income. The purpose of this paper is to empirically test the relationship between the service employee’s cognitive evaluation of the tip (expectations-disconfirmation tip gap), affective state (AS) and displayed emotions (DE) toward customers in the workplace. Design/methodology/approach – An experimental, between-subjects, scenario-based research design was conducted on 107 waiters in the US restaurant industry. A simple mediation model was first tested, before testing a more complex moderated mediation model that was developed to investigate if employees self-control (SC) moderates the relationship between the employees tip gap, AS, and DE. Findings – An employee’s negative disconfirmation tip gap negatively influences the employee’s AS, which in turn results in negative DE toward customers in the workplace. However, an employee’s positive tip gap does not positively influence the employee’s AS, relative to the control. In addition, employees’ SC does not moderate the relationship, which suggests that when employees experience negative tip disconfirmation they may openly violate the service provider’s display rules and service scripts, and display negative emotions toward customers in the workplace. Research limitations/implications – The scenario-based research design was limited to self-reported perceived levels of SC and DE. The scenario was also limited to one country and one tipping context (i.e. restaurants). Future studies could compliment these findings by conducting both qualitative studies, and survey research that relies on actual tipping data or re-enactments of actual service encounters. Practical implications – Service managers not only need to manage display rules and service scripts to influence employee DE, but also need to manage employee tip expectations, especially when employees expect to receive tips that are greater than actual tips (i.e. negative disconfirmation). Communicating and educating employees on customer tipping and what tips to expect should be central to managing employees who rely on customer tips. Originality/value – Tipping has received very little attention in the services management literature. This study broadens the focus of tipping research in the literature by presenting a more complex expectations-disconfirmation tip gap model.
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Surya, Indah, A. A. P. Agung Suryawan Wiranatha, and I. Wayan Gede Sedana Yoga. "Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 8, no. 4 (December 26, 2020): 551. http://dx.doi.org/10.24843/jrma.2020.v08.i04.p08.
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Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44.
Keywords : Quality of service, customer satisfaction, service quality, kano method.
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Alifah, Ulfi Nur, Alan Prahutama, and Agus Rusgiyono. "METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X." Jurnal Statistika Universitas Muhammadiyah Semarang 8, no. 2 (November 30, 2020): 144. http://dx.doi.org/10.26714/jsunimus.8.2.2020.144-151.
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The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.
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Tannady, Hendy, Filscha Nurprihatin, and Hendy Hartono. "SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA." Business: Theory and Practice 19 (September 10, 2018): 177–85. http://dx.doi.org/10.3846/btp.2018.18.
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Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.
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Zainuddin, Anizah, and Shereen Noranee. "Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 3, no. 1 (June 30, 2017): 9. http://dx.doi.org/10.24191/abrij.v3i1.10033.
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This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.
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Becker, Wayne A., Bridget K. Behe, James L. Johnson, Christine D. Townsend, and Kerry K. Litzenberg. "Consumer Perceptions of Service Quality in the Texas Retail Floral Industry." HortScience 32, no. 2 (April 1997): 318–23. http://dx.doi.org/10.21273/hortsci.32.2.318.
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After a survey describing the range of products and services offered by Texas florists and supermarket floral departments, a modified SERVQUAL instrument measured customer perceptions and expectations of floral service quality. Florist customers were 3.2 years older, had a slightly higher household income, bought floral products twice as often from a florist, spent $14.53 more on each florist purchase than supermarket customers; they also made four fewer floral purchases from supermarkets during the previous 6 months. Supermarket customers spent $14.40 more on each supermarket floral purchase than did florist customers. Reliability was the most important and tangibles were the least important of the five service quality dimensions. Although expectations for both groups were similar on 18 of 22 service quality items, florists' customers perceived higher service quality than did supermarket customers. Although customers of both retail outlets had expectations higher than perceptions, florist customers had smaller, less negative gap scores. This result showed that florists better met customer expectations than did supermarket floral departments, a potential competitive advantage.
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Gryaznova, N., Olga Konovalova, and Nataliya Pleshkova. "SERVQUAL Method in Retail Service Assessment." Food Processing: Techniques and Technology 50, no. 2 (June 27, 2020): 343–50. http://dx.doi.org/10.21603/2074-9414-2020-2-343-350.
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Introduction. Service quality and variety is currently the key success factor in retail trade. Retail service assessment can improve customer experience. The SERVQUAL method makes it possible to evaluate the service quality and solve the detected problems in customer service, thus securing the brand loyalty.
Study objects and methods. The present research was based on a customer service survey conducted among 500 customers of the Lenta hypermarket in Kemerovo (Russia) in 2018. The results of the questionnaire underwent a SERVQUAL analysis. The obtained data on the customers’ needs and the degree of their satisfaction with the hypermarket customer service made it possible to develop recommendations for the retail chain.
Results and discussion. The respondents answered three groups of questions: expectations, experience, and importance. The assortment of goods proved to be the most important factor, and there were no complaints in this respect regarding the Lenta retail chain. The attended time was rated second. Its assessment demonstrated a gap between the expectations and the experience (Q = –1.3). Retail space service also proved important; however, this aspect of service quality demonstrated the greatest gap between expectations and experience.
Conclusion. The three-part SERVQUAL questionnaire helped to reveal the problems in the organization of the shopping service. The subsequent improvement will be important for consumers and the retail chain.
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Govender, Jeevarathnam Parthasarathy. "Assessing service quality in the mobile telecommunications market." Corporate Ownership and Control 11, no. 1 (2013): 510–17. http://dx.doi.org/10.22495/cocv11i1c5art5.
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The South African telecommunications market is vibrant and growing, dominated by two players. It is recognised that service quality plays an important role in establishing a competitive advantage. The aim of this paper is to assess ratings of service quality among mobile telecommunications customers. To this end, a survey was conducted among 400 customers using the SERVQUAL questionnaire to measure customers’ expectations and perceptions based on the five dimensions of service quality. The findings indicate that there are gaps between customer expectations and perceptions of service quality. The tangibles dimension exhibited the smallest gap for both companies and the assurance and empathy dimensions revealed the largest gap scores. There were no significant differences in overall expectations between the two companies, but there were significant differences between the companies on overall perceptions of service quality. There was no significant difference in the overall expectations and perceptions between males and females.
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Wibisono, Aryo, and Syahril ,. "PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN." PERFORMANCE " Jurnal Bisnis & Akuntansi" 6, no. 2 (October 19, 2016): 32. http://dx.doi.org/10.24929/feb.v6i2.268.
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PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service. Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.
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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (February 19, 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Gonzalez, Marvin E. "Improving customer satisfaction of a healthcare facility: reading the customers’ needs." Benchmarking: An International Journal 26, no. 3 (April 1, 2019): 854–70. http://dx.doi.org/10.1108/bij-01-2017-0007.
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PurposeCustomer satisfaction refers to the extent to which customers are happy and satisfied with the products and services provided by a business. The purpose of this paper is twofold: first, to integrate lean tools in the analysis of customer satisfaction and, second, to examine its implications for research and practice.Design/methodology/approachThe author proposes the combination of three lean tools in order to design a service quality system that has customer expectations (CEs) as the first input. These tools are quality function deployment (QFD), Hoshin Kanri planning process (HKPP) and benchmarking. The author uses a case study to show the functionality of these tools and the final design of a service quality system for a medical center.FindingsInteraction between the service provider and the customer is the primary core activity for service-oriented businesses of different natures. A key relationship between trust in service quality and customer satisfaction cannot be ignored in interpersonal-based service encounters. However, there is a gap in the literature in terms of standardized lean-based procedures or methodologies that lead to improved customer satisfaction that are based directly on CEs.Research limitations/implicationsGiven the variety of the population, the authors developed several methodologies to standardize the customer responses. Using several total quality management tools, the standardization allows the authors to separate the different CEs. The gathering of customers’ expectations (voice of the customers) allows the companies to focus on the real problems expressed by the users of the service, increasing their loyalty and, most importantly in the field under study, the customer’s satisfaction with the service received.Practical implicationsFor practitioners, this study helps with the use of lean tools such as QFD, benchmarking and HKPP and attempts to bridge such a gap with an evidence-based real case.Social implicationsWith the incorporation of all the customer needs, additional elements must be considered in the design of new services. Availability for all and sustainability play an important part of the CEs.Originality/valueThis paper presents a real application of QFD and Hoshin Kanri and how they may help the service organizations with future development.
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Sulo, Habel Roy, Elina Hartono, and R. A. Oetari. "ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI RUMAH SAKIT X KOTA SURAKARTA." Jurnal Ilmiah Manuntung 5, no. 1 (June 19, 2019): 81. http://dx.doi.org/10.51352/jim.v5i1.226.
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The development and improvement of pharmacy service has become consumer concern, since this quality of service will affect on consumer satisfaction. The study aimed at assessing the level of outpatient satisfaction at Department of Pharmacy X Hospital In Surakarta City. This study was a survey research, which was conducted using questionnaire by direct interview. A total of 323 respondent were recruited conveniently in the study. The obtained data was then analyzed using Gap analysis to assess the differences in level of quality services between customer perceptions and customer expectations. The study investigates the five dimensions of service quality and identifies the gap between the perception and expectation. The data was analyzed by using SPPS for windows. In general, the result shows that service quality was lower than the expectations of the patients in the studied hospital. The study finding indicated that gap or differences exist on various dimensions between perception and expectation in level quality services. The highest service quality gap was given to Responsiveness followed by Reliability, Empathy, Tangibles and Assurance with the value of - 0,129; - 0,125; - 0,115; - 0,114; and - 0,108 respectively. Patient satisfactions was influenced by health service quality, with the assurance and responsiveness dimensions as the greatest influence on patient satisfaction.
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Basten, Dirk, Georgios Stavrou, and Oleg Pankratz. "Closing the Stakeholder Expectation Gap: Managing Customer Expectations toward the Process of Developing Information Systems." Project Management Journal 47, no. 5 (October 2016): 70–88. http://dx.doi.org/10.1177/875697281604700506.
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Putri, Nilda Tri, Jonrinaldi Jonrinaldi, and Ranti Pratiwi. "Penerapan Metode SERVQUAL pada Bank X." Jurnal Optimasi Sistem Industri 12, no. 2 (April 25, 2016): 369. http://dx.doi.org/10.25077/josi.v12.n2.p369-376.2013.
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The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.
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Pakdil, Fatma, and Feride Bahar Kurtulmuşoğlu. "Quality improvement initiatives based on customer and service provider perspectives in shopping malls." International Journal of Quality and Service Sciences 10, no. 2 (June 18, 2018): 176–95. http://dx.doi.org/10.1108/ijqss-09-2016-0067.
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PurposeThe purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls.Design/methodology/approachQFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform.FindingsOn customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “providing services for disabled customers” and “security of mall” customer expectations. On engineering side, “employees’ attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators” were determined to be the most important technical requirements.Originality/valueIntegrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.
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Hendrawan, Daved. "Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Rumah Kost Dempo Di Kota Pontianak." JURNAL MANAJEMEN MOTIVASI 10, no. 2 (February 20, 2015): 395. http://dx.doi.org/10.29406/jmm.v10i2.32.
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This study aims to analyze customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The method used in this research is descriptive method. The population of this study is that all customers who rent a room in a boarding VIP Boarding House Dempo through 2013 amounted to 582 people with a total sample of 100 people were taken using purposive sampling, ie customers who have rented a VIP boarding room for at least one month and aged 20 years and over . This study uses five dimensions of service quality as a variable, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) and intangible (tangible) in which includes as many as 26 service attributes and measured using a Likert scale. The fifth dimension is used to measure customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The analysis tool is SERVQUAL (service quality). The results showed that the boarding room VIP customers are not satisfied with the services Dempo Boarding House in Pontianak because SERVQUAL scores (gap) is negative. This means that expectations (expectations) VIP customers boarding room is greater than the performance of services. SERVQUAL scores (gap) five dimensions of service is negative with dimensions of responsiveness (responsiveness) had the highest level of dissatisfaction and dimensions of reliability (reliability) has the lowest level of dissatisfaction. Service attributes that have the highest level of dissatisfaction is the speed of the employees in responding to and addressing any customer complaints VIP boarding room (dimensions of responsiveness) with a score of SERVQUAL (gap) the highest. While the service attributes that have the lowest level of dissatisfaction is the comfort of the VIP boarding room to be occupied (dimensions collateral) with a score of SERVQUAL (gap) the lowest.
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Forsythe, Perry John. "Construction service quality and satisfaction for a targeted housing customer." Engineering, Construction and Architectural Management 23, no. 3 (May 16, 2016): 323–48. http://dx.doi.org/10.1108/ecam-05-2015-0076.
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Purpose – The impact of service quality on customer satisfaction during detached housing construction in Australia is investigated for a targeted customer – one whose expectations focus on “price and product” and not “service quality”. The purpose of this paper is to see if service quality impacts on customer satisfaction during construction, despite the apparent conflict in expectations. Design/methodology/approach – A detailed single case study methodology is used, focusing on the aforementioned customer as the unit of measure. A longitudinal design is employed by measuring customer satisfaction and service quality “gap scores” at four stages during construction, using a survey instrument adapted from the consumer research literature. This is coupled with qualitative interview data coded into a linked set of definable service incidents. Findings – The study finds that irrespective of having price and product oriented pre-purchase expectations, customer satisfaction is closely related to perceptions of service quality during onsite construction. This only occurs for a selective set of “active” service quality dimensions – especially responsiveness and reliability dimensions. These dimensions appear to be driven by the customer’s underlying level of exposure to both positive and negative service incidents, and the ratio between the two appears to direct the strength and direction of “gap scores”. Once the physical end product materialises, the customer gradually focuses more on the objectivity and realisation this offers, and less on service quality. Originality/value – The paper facilitates theory development in terms of generating testable variables effecting the dynamic relationship between service quality and customer satisfaction, during construction. The approach enables an increased ability to identify and explain how contextual variables, linked to specific customer types, impact on the relationship. The generalisability and validity of the findings are discussed.
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Walsh, Joanne M. "Customer Expectations, Perceptions and Satisfaction … Measurement Methodologies." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 37, no. 5 (October 1993): 432–34. http://dx.doi.org/10.1177/154193129303700508.
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This paper describes two interconnected methodologies for soliciting customers' expectations of suppliers (of products or services) and for measuring satisfaction against these expectations. The first of these procedures identifies Key Purchase/Evaluative Criteria and takes the form of a structured interview. It pursues the customers unaided spontaneous identification of the critical and essential attributes necessary to meet (or exceed) their expectations. The focus in on individual customers' operational definitions of these attributes and their view of importance. The second, Report Card methodology, incorporates these criteria into a standardized measurement scheme designed to elicit how well expectations had been met. The format of this Report Card can be described as analogous to a Chinese menu with specific core items accompanied by key attributes and other customized items from which to choose. Both methodologies rate suppliers and the suppliers' competitors identified as such by individual respondents. Results include gap analyses of these ratings against the ratings of suppliers and against the maximum possible score. Results are presented in the customers' words and include a “How to Think About This” interpretation that shapes recommendations.
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Permata, Irma Sari, and Asriyal Asriyal. "Kesenjangan (GAP) Pelayanan Dan Kepuasan Konsumen Studi Kasus Minimarket X di Jakarta Timur." Liquidity 2, no. 2 (July 2, 2018): 127–36. http://dx.doi.org/10.32546/lq.v2i2.114.
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The man priorities that need to be considered by the marketers is to provide the best possible services to consumers. Good service for customer satisfaction. Above a level of customer satisfaction can be measured by comparing services between customer expectations of service quality they want with the fact that acceptance or perceived.
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Carr, Amelia S. "An Examination Of Technology And Organizations Change In Service Delivery To Meet Customer Expectations." Journal of Applied Business Research (JABR) 30, no. 3 (April 24, 2014): 725. http://dx.doi.org/10.19030/jabr.v30i3.8557.
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The purpose of this study is to examine the role of technology and organizations change in service delivery to meet customer expectations in the movie rental industry. This research provides a review of relevant literature and presents a theoretical framework of the relationship between technology accessibility, customer technology preference, organizations change in service delivery, organization effectiveness in service delivery, and customer technology adoption. The following research question is addressed in the study: What is the role of technology as it relates to service delivery in the movie rental industry? The study offers four hypotheses derived from the theoretical framework and the literature. Survey data collected from customers is analyzed using exploratory data analysis. Four hypotheses were tested using regression models. All four hypotheses were supported based on the items included in the regression models. This study fills a gap in the literature on service delivery and technology changes. It differs from other studies by focusing on the customers' perspective of technology and the organizations effectiveness in service delivery.
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Sutanto, Agus. "Pengukuran Kualitas Jasa Bengkel Sepeda Motor SM di Kota Padang dengan Metode Servqual." Jurnal Optimasi Sistem Industri 10, no. 2 (October 5, 2011): 154. http://dx.doi.org/10.25077/josi.v10.n2.p154-159.2011.
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This paper is concerned with the measurement of customer satisfaction a motorcycle repair shop in the city of Padang on the quality of service received by the SERVQUAL method. The method was developed in the 1980s by Zeithaml, Parasuraman & Berry used a questionnaire to measure quality of service. With this, it is known how big the gap (gap) that exists between perceptions and expectations of customers of a service company. Method of quantitatively measuring the quality of this service, contains dimensions such as tangibles (physical facilities and personnel), responsiveness (responsiveness), realibility (reliability), assurance (security) and empathy (empathy). The purpose of the use of the SERVQUAL dimensions is to make program improvements in the control of service-oriented to customer satisfaction, as one of the company's strategy to empower Total Quality Service. From the analysis of 84 samples without weighting the data of interest can be concluded that there is a gap between perception with expectations in every dimension. The sequence starts from the dimensions of each dimension with the largest gap is tangible dimension, followed by the dimensions of assurance, reliability, empathy and responsiveness of the last dimension. The average total gap of each dimension is equal to -0.8664. This suggests that the quality of service expected by customers has not been achieved. From the analysis of the value obtained by the dimensional weight of the interests of tangible (physical facilities and personnel) should get the greatest attention to be fixed.Keywords: Servqual, repair shop, service
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Utama, Martin Senjaya Putra, and Kristina Sisilia. "Opportunity Analysis of Construction Retail Business Using Approach Value Proposition." Journal of Secretary and Business Administration 2, no. 2 (August 29, 2018): 74. http://dx.doi.org/10.31104/jsab.v2i2.50.
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The aims of this research are to find out the proposition value for Sumber Rizqie Abadi’s (SRA) customers, to find out the customer’s perceptions and expectations, to find out the result of value adjustment with customer’s perceptions, and to find out the value proposition’s role for SRA. This research is descriptive with qualitative approach. The techniques of collecting data are interview, observation, and documentation. This study implements design canvas value proposition taken from Alexander Osterwalder and Yves Pigneur to determine value proposition. This has the purpose to show the adjustment between value map from SRA and customer profile from SRA’s segment. Therefore, the result of the adjustment is able to reduce the gap from SRA’s value and customer perceptions value map as SRA’s area have three parts namely products and services, gain creator, and pain relievers. Meanwhile, the customer profile as the costumer’s area also has three parts, specifically jobs, gains, and pains. The results indicated that there are some gaps between the customer’s perceptions and SRA’s value. The gaps among others, the product quality same as the specification, the completeness of goods, supplying the industry needs, saving the money for building a dwelling, delivering the products to customers, and the products just available in SRA.
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Njau, Florence Wanjiku, Mary Mutisya Mutungi, and Rayvisic Mutinda. "An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya." International Journal of Current Aspects 3, no. II (April 18, 2019): 41–70. http://dx.doi.org/10.35942/ijcab.v3iii.6.
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Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction.
This is an open-access article published and distributed under the terms and conditions of the Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.
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Sofiani, Sofiani. "Analisis Kebutuhan Konsumen Hotel Savero Dengan Metode Quality Function Deployment (QFD)." Destinesia : Jurnal Hospitaliti dan Pariwisata 2, no. 1 (September 30, 2020): 1–8. http://dx.doi.org/10.31334/jd.v2i1.1066.
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This research was conducted to see the needs of hotel consumers by using the Quality Function Deployment (QFD) method at Hotel Savero. The purpose of using QFD in this study is to see consumer needs (customer needs) and corrective action (technical characteristics). In addition, indicators of consumer perceptions and perceptions as well as the gap between expectations and consumer perceptions and whether there are significant differences between expectations and perceptions. The data were processed using Quality Function Deployment (QFD. The results showed that there was a negative gap between expectations and perceptions as well as a significant difference between expectations and consumer perceptions.
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Assistant, Editorial, Hera Anam, and Dr Rafia Faiz. "AN EMPIRICAL EXAMINATION OF BRAND LOYALTY VIA CUSTOMER DELIGHT IN PAKISTAN." Journal of Management and Research 3, no. 1 (November 29, 2019): 1–28. http://dx.doi.org/10.29145/jmr/31/0301002.
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The purpose of this study is to examine brand loyalty in Pakistan. This is in relation to investigating the relationship between brand attachment, surprise, customer brand engagement and customer satisfaction with customer delight. This innovative study addresses a clear research gap in the brand loyalty literature. A model is developed by the author. Empirical data for the study is collected from 350 self-administered questionnaires in Lahore City of Pakistan. Data analysis in SPSS shows that surprise or customer satisfaction do not have significant relationship with customer delight, but brand attachment has a significant positive relationship with customer delight. The findings also show that brand loyalty has significant positive relationship with customer delight. In the context of current global economic downturn and inflation, brand loyalty is of rising concern. The policy makers can build up on the findings of this study to emphasize on customer delight and exceed customer’s expectations, rather than the traditional limited concept of customer satisfaction.
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Beyene, Kidanemariam G/Michael, Deribe Assefa Aga, Heran Gerba Borta, and Mesafint Abeje Tiruneh. "Customers' Perceptions on Pharmaceutical Regulatory Service Quality in Ethiopia." International Journal of Drug Regulatory Affairs 7, no. 4 (December 18, 2019): 28–35. http://dx.doi.org/10.22270/ijdra.v7i4.366.
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Introduction: Service quality is a unique and abstract concept that is difficult to define and measure. It is an overall customer judgment that results from the comparison between service expectations and perceptions. There is no information on customers’ perception of pharmaceutical regulatory service quality in Ethiopia. Hence, this study aimed to assess customers’ perception of the Ethiopian Food, Medicine and Healthcare Administration and Control Authority’s pharmaceutical regulatory service quality.
Materials and methods: Cross-sectional study design was conducted from March 30 to May 30, 2017. Using simple random sampling technique, 131 respondents were included in the study. Structured questionnaire adapted from the SERVQUAL model was used to collect the data. Paired sample t-test and descriptive statistics were used for data analysis.
Results: The study found out that pharmaceutical regulatory service quality was low. Negative service quality gaps were observed in the five service quality dimensions and overall service quality. The widest service quality gap was in reliability and the narrowest gap was in the tangibility and assurance dimensions. The perception and expectation mean scores were 1.897±0.61 and 3.433±0.559 respectively.
Conclusions: Only 21.4% of the customers perceived that there was good service quality in the Authority while 78.6% claimed as poor. The study showed that there are service quality gaps in the pharmaceutical regulatory services. Hence, managers should look into the unmet needs and expectations or low perceptions of customers; and formulate effective strategies to ensure provision of better service quality.
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Setyawati, Aswanti, Muhammad Nur Huda, Suripno Suripno, and Hendy Tannady. "ANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION." Journal of Economics, Management, Entrepreneurship, and Business (JEMEB) 1, no. 1 (May 4, 2021): 12–21. http://dx.doi.org/10.52909/jemeb.v1i1.5.
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This study aims to analyze the service level of the Pulo Gebang Integrated bus terminal in increasing customer satisfaction. Based on the analysis and discussion, the results of the gap analysis between customer perceptions and expectations of 22 service attributes are all negative (-) with a range of -0.15 to -1 , 49. This indicates that the quality of service is still far from customer expectations, the attributes of interest after analyzing with the Importance Performance Analysis, the priority for improvement is obtained as well as in an effort to improve the quality of customer service at the Pulo Gebang Integrated bus terminal, after analyzing the approach with the Quality Function Deployment method, seven order of priority improvement.
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Zainuddin, Anizah, Sarah Irdina Ridzwan, and Sarah Batrisyia Ridzwan. "The Role of Halalan-Toyyiban Supply Chain Practices As Significant Predictors towards Excellent Customer Service Management." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 6, no. 1 (May 31, 2020): 1. http://dx.doi.org/10.24191/abrij.v6i1.9932.
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This study examines the role of Halalan-Toyyiban supply chain practices (HTSCP) in the context of service management. Investigation was done to see how retail customers react to the role of HTSCP; that later influence their overall grocery experience. Halalan Toyyiban is a process associated with religious belief and as such it would be difficult to control and guarantee. From the consumer point of view, the process is difficult to evaluate and verify even after consuming the product. Therefore, consumers have to largely rely on the retailer on the reliable information to guide their purchase. In the traditional context of supermarket retailing, excellent customer service management could be interpreted as just meeting the expectations of the supermarket customers, not any sort of exceeding or falling short of their expectations. It is only recently that several of the supermarkets try to achieve competitive advantage by taking the responses of their customers beyond the level of just service satisfaction. These supermarket retailers are now towards exceeding their service expectations. This study attempts to fill this gap by examining the relationship between the roles of HTSCP as significant predictors towards excellent customer service management. Structured questionnaires were distributed to 489 supermarket customers using purposive sampling technique in the urban area. The instruments used for data collection for all variables in the study include halal inputs, halal processes, controls for halal, halal outputs and excellent customer service management were adapted from Halalan- Toyyiban Assurance Pipeline (Management System Requirements for Retailing) of Department of Standards Malaysia as well as from various studies using a five-point Likert scale. The results suggest that all determinants of HTSCP had a good relationship with excellent customer service management. This study identifies additional management efforts that can be implemented in enhancing good retail supermarket practice.
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Nalini, Rengasamy, Ramachandran Amudha, Venkatarayareddiar Sujatha, and Rengaswamy Radha. "A Pragmatic Study on the Service Gap Analysis of an Indian Public Sector Bank." Business: Theory and Practice 15, no. 4 (December 19, 2014): 381–89. http://dx.doi.org/10.3846/btp.2014.415.
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Customers are the major stakeholders and their satisfaction forms the basis of the sustainable competitive advantage of the firm. Attracting, satisfying and retaining customers lead to extended customer base and increased profit margins. Thus, the customer satisfaction is the ultimate objective of the firm which is possible by rendering quality service. The State Bank of India (SBI) ranks as 67th in the list of largest banks in the world based on market capitalization as of March 31th 2014. The quality of service extended by the SBI has resulted in customer satisfaction and expanded customer base for the bank. Random sampling method is adopted for the collection of data from the respondents. In Tiruchirappalli regional office of State Bank of India, area operations are selected within 10 Kilometer radius from the Main branch and 60 questionnaires per branch have been distributed in 10 branches. Out of 600 questionnaires, 109 are found incomplete and 491 are fully complete with 81.83% of response rate. The data collected were analysed with the help of MS Excel to identify the gaps. The Cronbach alpha, a measure of internal consistency obtained is 0.925 which is considered to be excellent. This study aims to identify the gaps in the dimensions of service quality by administering SERVQUAL model among the customers in State Bank of India. An overall weighted SERVQUAL score of –1.42866 was arrived, representing a significant inconsistency in meeting customer expectations across all service dimensions. Highest gap scores for reliability and empathy depicts that there is a need for courtesy and politeness among SBI employees which in turn will help to establish a long term relationship with the customers. The relatively low gap scores were found for responsiveness, tangibles and assurance dimensions. The State Bank of India has to take steps to close the gaps and it can be closed by establishing and implementing a service quality information system.
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Ningsi, Nurfitria, Noorhasanah Z, and Gusnawati Gusnawati. "Quality Analysis of E-government Services Using SERVQUAL Method (Case Study of SAMSAT Office in Kolaka Regency)." INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi 4, no. 2 (August 19, 2020): 142–58. http://dx.doi.org/10.29407/intensif.v4i2.13707.
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This study discusses the measurement of the quality of motor vehicle tax of information system services at the SAMSAT Kolaka office using the servqual method by emphasizing the five dimensions of servqual namely Tangibles, Reliability, Responsiveness, Assurance and empathy. This study aims to understand the level of user satisfaction by comparing expectations and expectations and updating the standards provided by SAMSAT Kolaka through the application of the SIZ application. Data collection activities were carried out by distributing 100 questionnaires to all SIZ service users. The results of this study indicate that the use of SIZ is not by customer needs; this can be demonstrated by the high value of the gap between expectations and perceptions. The Assurance dimension obtaining the most top difference is the Tangibles dimension indicating that the limitations of the IT facilities used are still limited. It is evidenced by the continued complaints of customers regarding queue buildup due to a system that suddenly goes down while the service is in progress. It is necessary to improve IT infrastructure that can improve customer satisfaction in the future.
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Roy Ghatak, Ranjit. "Barriers analysis for customer resource contribution in value co-creation for service industry using interpretive structural modeling." Journal of Modelling in Management 15, no. 3 (February 12, 2020): 1137–66. http://dx.doi.org/10.1108/jm2-07-2019-0168.
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Purpose Co-creating services with the customer has recently appeared as an alternative strategy to achieve competitive advantage. Developing and sustaining a gainful experience requires sharing of knowledge, skills and resources between the firm and its customers. Managing value co-creation throws substantial challenge and difficulties. This study aims to investigate the barriers to customer resource contribution in value co-creation in service industries and find their interrelationships for developing an effective management framework for removal of those barriers. Design/methodology/approach A systematic literature review led to the identification of 26 barriers, which were further confirmed through expert opinion. The study used interpretative structural modeling (ISM) approach and Matrice d’Impacts croises-multipication applique (MICMAC), for analyzing the contextual relationships and develop a hierarchical model of the barriers. Findings ISM approach led to the development of a 13-level structural model. The barriers were further classified into autonomous, driver, linkage and dependent barriers using the MICMAC analysis. The framework offers a means to fulfill the expectations of the customers, thus leading to successful integration of the customer in the value creation process. Removal of the barriers has also been discussed. Practical implications The framework provides a direction and a tool to meet the expectations of the customers and lead to successful integration of the customer. Originality/value The study addresses a gap in the literature for the need of a structured framework for managing the value co-creation process in the service industry
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Owens, Jay, and Terese Loggenberg. "The telephonist and the service quality gap." South African Journal of Business Management 23, no. 3/4 (December 31, 1992): 82–89. http://dx.doi.org/10.4102/sajbm.v23i3/4.890.
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With this research customer perceptions and expectations of the in-house telephone service were investigated in four service organizations. Service quality was measured by means of a multiple item scale for measuring customer perceptions. The findings were supported by inputs from the managers and telephonists of these firms. The results showed that overall the quality of the service, provided by the in-house telephone service in the companies investigated, lagged behind customer expectations. The indicators for the gaps on the conceptual service quality model correlated well with the overall quality scores. Recommendations are made that the managements of service firms should include the telephonists in their overall service quality management, and provide more training on communications skills on service and customer orientation for the telephonists. Telephonists should also receive more support from management and staff since they feel left out of the organization. The regular measurement and monitoring of service quality should also include this very important function as first contact with any service company.Met hierdie navorsing word kliente se persepsies en hul verwagtinge van die binneshuise telefoondiens in vier diensorganisasies ondersoek. Diensgehalte is deur middel van 'n veelvoudige item-vraeboog bepaal wat klientepersepsies meet. Die bevindinge is ondersteun deur insette vanaf die bestuurders en die telefoniste van die bogenoemde firmas. Die bevindinge dui daarop dat die algehele gehalte van die diens wat deur die binneshuise telefoondiens aangebied word, nie aan klienteverwagtinge voldoen nie. Die gapings van die diensgehalte-model, korreleer goed met die algehele dienstellings. Aanbevelings word gemaak dat die bestuur van die firmas die telefoniste behoort in te sluit in hul algehele diensgehaltebestuur, en dat meer opleiding in kommunikasiekundigheid, in diens, en opleiding in klientegerigtheid vir telefoniste aangebied behoort te word. Telefoniste behoort meer ondersteuning van beide bestuur en personeel te ontvang, aangesien hulle voel dat hulle nie altyd deel van die organisasie is nie. Die gereelde bepaling en waarneming van diensgehalte behoort ook hierdie baie belangrike funksie, as eerste kontak met enige diensmaatskappy, in te sluit.
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Adrian, Mitchell. "Determining the Skills Gap for New Hires in Management." International Journal for Innovation Education and Research 5, no. 6 (June 30, 2017): 139–47. http://dx.doi.org/10.31686/ijier.vol5.iss6.732.
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This study is an exploratory attempt to evaluate the skills gap in the discipline of business management, based upon the perceptions of students as compared to the expectations of employers. While it has been assumed that the skills gap may be a shortcoming of higher education’s inability to understand employer needs (Everson 2014), it is expected that the gap is more a result of misaligned student interpretations of employer needs and an academic environment that increasingly views the student as the customer. If faculty consider the employer as a primary customer, then perhaps academic programs can be redesigned to provide better opportunities to new graduates.
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Estebal, Ma Elena C. "Antecedents To Customer Satisfaction: The Case of Supermarket Shoppers." International Journal of Business Studies 2, no. 2 (June 15, 2018): 84–92. http://dx.doi.org/10.32924/ijbs.v2i2.56.
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This study aimed to determine the level of satisfaction of the supermarket customers using the service quality (SERVQUAL) framework. It utilized a researcher-made questionnaire patterned from the original SERVQUAL questionnaire that was rephrased to it the context of the focus of this study. The questionnaire is divided into 2 parts: the first part dealt with the demographic profile of the respondents and the second part dealt with level of respondents’ agreement on the constructs of SERVQUAL which are generalized into five categories, tangibility, reliability, responsiveness, assurance and empathy. The dimensions of SERVQUAL are considered to be the determining factors for customer satisfaction. Based on the results obtained, it is evident that gap exist between expectations and actual service perception on the service quality of the supermarkets. The highest expectations were identified on reliability and empathy constructs while the lowest expectations were identified on responsiveness,assurance and tangibility constructs. For perception however, the highest were for tangibility and responsiveness construct while the lowest were identified in empathy, assurance and reliability constructs.
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Noda, Toshihiro, Yuji Arashiki, Keiko Anzai, Keiko Kawasaki, Tomohito Kurihara, Kazuyuki Takaichi, Noriko Takano, et al. "The large gap between customer expectations and actual explanations of supplements by pharmacists." An Official Journal of the Japan Primary Care Association 36, no. 2 (2013): 93–98. http://dx.doi.org/10.14442/generalist.36.93.
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Watanabe, Yasuhiro, Hironori Washizaki, Yoshiaki Fukazawa, Kiyoshi Honda, Masahiro Taga, Akira Matsuzaki, and Takayoshi Suzuki. "Data-Driven Persona Retrospective Based on Persona Significance Index in B-to-B Software Development." International Journal of Software Engineering and Knowledge Engineering 31, no. 01 (January 2021): 117–46. http://dx.doi.org/10.1142/s0218194021500029.
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Business-to-Business (B-to-B) software development companies develop services to satisfy their customers’ requirements. Developers should prioritize customer satisfaction because customers greatly influence agile software development. However, satisfying current customer’s requirements may not fulfill actual users or future customers’ requirements because customers’ requirements are not always derived from actual users. To reconcile these differences, developers should identify conflicts in their strategic plan. This plan should consider current commitments to end users and their intentions as well as employ a data-driven approach to adapt to rapid market changes. A persona models an end user representation in human-centered design. Although previous works have applied personas to software development and proposed data-driven software engineering frameworks with gap analysis between the effectiveness of commitments and expectations, the significance of developers’ commitment and quantitative decision-making are not considered. Developers often do not achieve their business goal due to conflicts. Hence, the target of commitments should be validated. To address these issues, we propose Data-Driven Persona Retrospective (DDR) to help developers plan future releases. DDR, which includes the Persona Significance Index (PerSI) to reflect developers’ commitments to end users’ personas, helps developers identify a gap between developers’ commitments to personas and expectations. In addition, DDR identifies release situations with conflicts based on PerSI. Specifically, we define four release cases, which include different situations and issues, and provide a method to determine the release case based on PerSI. Then we validate the release cases and their determinations through a case study involving a Japanese cloud application and discuss the effectiveness of DDR.
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Delpal, Franck. "The different determinants of purchasing luxury goods online: An international comparison." Journal of Design, Business & Society 7, no. 1 (March 1, 2021): 29–48. http://dx.doi.org/10.1386/dbs_00019_1.
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We propose elements of explanations on the determinants of the act of online purchase by luxury customers from three countries: the United States, the United Kingdom and France. Our research questions are: (1) What weight do cultural factors occupy in the act of buying online, compared to sociodemographic factors? In other words, to what extent would a French luxury customer with the same gender, age and income level as an American customer be less inclined to buy online than in physical stores? (2) How can we characterize these cultural differences? Is this the expression of a different relationship to luxury, different expectations or shopping habits more anchored in a historical context? We explore the reasons why French luxury clients are less likely to shop online than in store, compared to British and American customers. This research can give insights to researchers and practitioners on the behaviour and expectations of different sets of luxury clients in their customer journey. Relying on an exclusive set of customer data, we carry statistical analyses on a global sample of 2036 luxury customers from three countries. Using descriptive statistics and logistic regressions models, we highlight some determinants of online shopping. The influence of the nationality of respondents is statistically established as the second most important factor after consumer’s age. Different purchasing attitudes among countries, with an emphasis put by French clients on emotional dimensions, can explain why an online journey might be less engaging for them. We highlight the necessity to interact in a differentiated way according to the different sociodemographic groups. While social networks are the most common tools used to address the age gap among luxury clients, other functionalities can help to adapt to the expectations of shoppers from different countries. Our research is at the crossroad between cross-cultural studies on luxury shoppers, which did not provide yet an analysis on online customers, and studies dedicated to the specificities of luxury e-commerce which never employed an important international dataset.
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Wiid, Johannes Arnoldus, Michael Colin Cant, and Carly Prinsloo. "Customer expectations and service delivery: Are SME’s aware of the service quality standards gap?" Corporate Ownership and Control 12, no. 4 (2015): 175–84. http://dx.doi.org/10.22495/cocv12i4c1p1.
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Competition among small businesses are high, as small businesses compete for market share which larger business do not engage with. A definite competitive advantage that small and medium enterprises (SMEs) can rely on is service quality (Kasul & Motwani in Anuar & Yusuff 2011:328; Tseng & Wu 2014:77). SMEs do not necessarily understand service standards and how to ensure that the service standard is implemented. The research utilised a quantitative research design whereby the data was collected by means of a 5-point Likert scale survey known as the SERVQUAL model. The results indicate that there are discrepancies between dimensions those owners feel should be adhered to and the extent to which they perceive their businesses to adhere to these dimensions.
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Ivkov, Milan, Ivana Blesic, and Olga Hadzic. "Research on the attitudes of restaurant managers about customer expectations using the GAP Model." Poslovna ekonomija 8, no. 2 (2014): 185–202. http://dx.doi.org/10.5937/poseko1402185i.
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Katias, Puspandam, and Fuji Rahayu. "Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment." Business and Finance Journal 3, no. 2 (November 24, 2018): 111–26. http://dx.doi.org/10.33086/bfj.v3i2.638.
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Abstract: As a health service provider under the management of the Surabaya City Government, the puskesmas (community health center) which is the unit of analysis is committed to improving and maintaining the services provided to its customers. In this study, the integration of service quality methods is used by measuring the perception gap and expectations of servqual measurement results which then design customer satisfaction performance through quality function deployment, the application of the combination of the two methods is expected to contribute to the improvement of puskesmas performance. The results of the study are expected to be able to objectively find the gap of each dimension of servqual and provide recommendations from the analysis of quality function deployment.
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Widyarto, Wahyu Oktri, Nugraheni Djamal, and Fauzul Adhim. "Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)." Jurnal Sistem dan Manajemen Industri 2, no. 2 (December 28, 2018): 101. http://dx.doi.org/10.30656/jsmi.v2i2.769.
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This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl
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Anand, Shruti. "Mystery Shopping: A Marvelous Tool in the Hands of Organized Retailers." International Journal of Management, Innovation & Entrepreneurial Research 1, no. 1 (October 24, 2015): 18. http://dx.doi.org/10.18510/ijmier.2015.114.
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Customer engagement is a key to the success of organized retail. Now-a-days, retailers engage their customers by luring them with various facilities. It is through customer engagement that they are able to provide a long lasting experience to customers. This provides a competitive advantage and becomes the ultimate reason for customer attraction. It is the in-store experience of customer that adds on to the frequency of their visit. Experience though once gained has a long effect, but it needs to be replicated to give an everlasting effect. Feedback received from customer is not only a prime source of information but also an effective tool to manage customer relation in a manner where it would fulfill expectations of customer and organization as well. Often the large size of operation becomes a challenge for the organized retailer in maintaining close relationship with each customer. Notwithstanding various technological involvements in the working environment of retailers, they still lag behind in getting feedback of customer experience in the store. Feedback given to them is generally in a hurry or mostly vague. Absence of feedback is slowly and gradually creating a lacuna between organized retailers and customers. The concept of mystery shopping has evolved in order to cope with this challenge. This paper is conceptual in nature and hovers around mystery shopping. The objective is to explain in detail its relevance and significance for organized retailers. Application of mystery shopping might prove to be a significant tool in the hands of organized retailers as it provides first-hand information which helps to bridge the communication gap between the organized retailer and customer.
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Mwendapole, Msabaha Juma, and Zhihong Jin. "Evaluation of Seaport Service Quality in Tanzania: From the Dar es Salaam Seaport Perspective." Sustainability 13, no. 18 (September 8, 2021): 10076. http://dx.doi.org/10.3390/su131810076.
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Many countries rely heavily on seaports to promote their well-being and economy. Unreliability of seaport services can considerably impact cargo owners, seaport customers and shipping lines resulting to their dissatisfaction. This study aimed to evaluate service quality of Tanzanian seaports considering Dar es Salaam seaport as a study area. The study discovered the negative gap on the service quality after evaluating seaport user’s perceptions and expectations of delivered seaport services, meanwhile the service quality of Dar es Salaam seaport is poor. Opinions of seaport user’s concerning seaport service quality were computed based on the SERVQUAL model which developed by Parasuraman by considering the essential measurements of Tangibility, Empathy, Reliability, Assurance and Responsiveness. Senior administrators and managers employed in numerous shipping lines in Tanzania were interviewed to check the model validity, then 314 members of Tanzania shipping and logistics associations were engaged in a study survey. Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied to validate the seaport service quality measurements and to observe their association with satisfaction of seaport customers using Amos Graphics software version 26. It found that seaport service quality is a five-measure construct; responsiveness was significantly influence customer satisfaction while empathy and assurance could insignificantly influence customer satisfaction. Reliability was found significantly to cause customer dissatisfaction and tangibility was insignificantly to cause customer dissatisfaction. Academically, this research donates to management practice as seaport administrators, managers and executives can utilize the seaport service quality measurements to evaluate their customer’s satisfaction and defending for seaport service quality investments as a relational marketing strategy.
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Donnelly, Mike, and Edward P. White. "Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model." Nang Yan Business Journal 1, no. 1 (November 20, 2014): 15–20. http://dx.doi.org/10.2478/nybj-2014-0003.
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Abstract The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.