A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study

Dabholkar, Pratibha A.; Shepherd, C. David; Thorpe, Dayle I.

doi:10.1016/s0022-4359(00)00029-4

Cited by 1,046 publications

(905 citation statements)

References 27 publications

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“…The purpose of this approach was to enhance the response rate and improve the quality of data. This approach has been endorsed by other scholars in the literature (Flynn et al, 1990;Forza, 2016;Kang & Bradley, 2002;Finn & Lamb, 1991;Zhao et al, 2002;Dabholkar et al, 2000;Devinder & Datta, 2003;Cunningham & Young, 2002).…”

Section: Fig 2 Relationship Between Independent Mediating and Depementioning

confidence: 90%

Distributor service quality in Indian SMEs: A bi-directional customer perspective

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.uscm

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This study investigates the role played by service quality at manufacturer-distributor junction in small-medium manufacturing units, and presents a model that proposes and validates that contribution towards service quality on behalf of both the distributor and manufacturer leading to satisfaction as well as loyalty. The research design for this study includes a combination of literature review, exploratory interviews and a questionnaire survey conducted through interview schedule from 101 respondents working in different small-medium manufacturing units (SMEs) of North India. The study uses Structural Equation Modeling (SEM) to develop dual directional scales to measure service quality at manufacturer-distributor junction besides testing a set of propositions related to service quality. A model showing linkages of manufacturing organization's service quality with distributor service quality leading to mutual satisfaction and loyalty is developed. The model is empirically tested and is found to be fit. This study would be of interest to SME practitioners interested in improving service quality w.r.t. distributors. This study finds support for strengthening relationships with distributors to achieve a win-win situation. Future researchers may validate this scale, and empirically test the proposed model in similar settings. Insights derived from this study may be transferred to other junctions of a manufacturing supply chain such as suppliers, retailers, employees and end customers.

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Section: Fig 2 Relationship Between Independent Mediating and Depementioning

confidence: 90%

Distributor service quality in Indian SMEs: A bi-directional customer perspective

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.uscm

View full text Add to dashboard Cite

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“…Many studies (e.g. Perez, Abad, Carrillo, & Fernandez, 2007;Dabholkar, Shepherd, & Thorpe, 2000) have shown the relationship between service quality and behavioural purchase intention or behavioural intention. Perez et al (2007) indicated that there are five dimensions of service quality which comprise tangibility, reliability, receptivity/responsiveness, assurance and empathy.…”

Section: Behavioural Intention and Service Qualitymentioning

confidence: 99%

“…The factors associated with service quality (i.e., reliability and responsiveness) were considered as antecedents, rather than dimensions or components of the constructs. As Dabholkar et al (2000) have shown, such an approach offers a greater understanding of the evolving service quality construct.…”

Section: Behavioural Intention and Service Qualitymentioning

confidence: 99%

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Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

Ansory¹,

Safira²

2018

AJBA

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Manuscript type: Research paper. Research aims:This study aims to examine the predictors of passengers' behavioural intention in using railway services. It also attempts to identify whether these predictors differ among consumers of different age groups. Design/ Methodology/ Approach: A survey is conducted to collect data from the passengers using the KA Commuter Line (KRL) Jabodetabek. The 213 respondents are divided into two age segmentations comprising young and old. Data are analysed separately. The proposed model is tested quantitatively through multiple regression analysis and the independent sample t-test. Research findings:The results show that different age groups have different evaluations and they use different determinants for gauging the railway services. Perceived value emerges as an important determinant of customer satisfaction among the younger age group whereas service quality is the determinant for the older age group. Both groups, however, consider corporate image and customer satisfaction as determinants of behavioural intention. Theoretical contributions/ Originality: This paper contributes to existing research on public transportation from a marketing perspective. It extends on previous works by adopting age segmentation to examine passengers' perception, evaluation and behavioural intention of using the railway services in Jakarta.

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“…Product and service marketers know that in order to keep customers, they must offer high quality service (Dabholkar, Shepherd & Thorpe 2000). This is the reason why student services must keep abreast of changing student needs in order to provide quality services and ensure continued student satisfaction.…”

Section: Introductionmentioning

confidence: 99%

The Use of ICT in the Delivery of Online Services

Leung

Byrne

2005

Information and Communication Technologies and Real-Life Learning

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Abstract:With the changing role of the student from participant to customer, universities should examine their level of customer service. Using a questionnaire adapted from the Student Satisfaction Liventory (SSI), this study assessed the differences in expectations, as examined by importance scores, satisfaction scores, and performance gap scores of RMIT Business undergraduate students in regard to the technological services provided by the university. A random sample of final year Business undergraduate students was surveyed and an analysis was performed to determine how student satisfaction was affected by student online services delivered through the use of Information and Communication Technologies (ICT).

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A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study

Cited by 1,046 publications

References 27 publications

Distributor service quality in Indian SMEs: A bi-directional customer perspective

Distributor service quality in Indian SMEs: A bi-directional customer perspective

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

The Use of ICT in the Delivery of Online Services

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