An Empirical Study of Servqual's Dimensionality

Llosa, Sylvie; Chandon, Jean‐Louis; Orsingher, Chiara

doi:10.1080/02642069800000017

Cited by 164 publications

(114 citation statements)

References 13 publications

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“…The items within the construct loaded on wrong constructs or across several of them (e.g., reliability, interface design) revealing its problematic nature. This result is aligned with the prior studies' findings, which reported unstable nature of some SERVQUAL constructs (e.g., Llosa et al, 1998;Yang, 2001). Owing to its unstable nature, it was dropped from the m-learning service quality model.…”

Section: Discussion Of Resultssupporting

confidence: 82%

The influence of service quality in information system success model as an antecedent of mobile learning in education organisations: case study in Jordan

Al-nassar

2017

IJMLO

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Abstract:Mobile learning refers to obtainment or provision of educational curriculum through personal pocket devices online. In the present study, a service quality model based on the Information System (IS) Success Model is proposed for university m-learning in Jordan, a developing country. This study was conducted through three phases; first, information concerning the students' perception of m-learning services was obtained through a questionnaire distributed to 360 students hailing from different colleges of the Jordan University of Science and Technology (JUST). The second phase involved the measurement of Service Quality (SQ) through Interface Design, Reliability, Responsiveness, Trust and Personalisation, and the measurement of the causal relationship between the learners' perceived service quality and Learner's Satisfaction. Finally, in the third phase, the m-learning system prototype (MLSP) was developed with the help of Rapid Application Development (RAD) technique and object-oriented (OO) approach. The prototype was developed, tested and employed in JUST at Jordan.Keywords: service quality; information system success model; interface design; reliability; responsiveness; trust and personalisation; learner's satisfaction.

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Section: Discussion Of Resultssupporting

confidence: 82%

The influence of service quality in information system success model as an antecedent of mobile learning in education organisations: case study in Jordan

Al-nassar

2017

IJMLO

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“…Babakus and Mangold (1989) and Cronin and Taylor (1992;1994) considered SERVQUAL as 'undimensionable' because they do not confirm the scale structure. Llosa et al (1998) disagreed with the last criticism, but did find that the 22 items of the SERVQUAL scale do not clearly evoke, in respondents' minds, the five service quality dimensions. In fact, using a revised SERVQUAL scale, Parasuraman et al (1994) moved away from their original five dimensions to three: reliability, tangibles, and a single factor for responsiveness, assurance and empathy.…”

Section: Measuring Service Qualitymentioning

confidence: 91%

“…SERVQUAL is a concise scale, easy to use by managers, and is now referred to as a standard by other service researchers (Llosa, Chandon, and Orsingher 1998). The scale has been replicated in many different service categories so as to examine its generalisability.…”

Section: Measuring Service Qualitymentioning

confidence: 99%

The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison

Hudson

Miller

2004

Journal of Travel Research

157

106

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Service quality in the tourism industry receives increasing attention in the literature and yet confusion still exists as to which measure offers the greatest validity. The two main research instruments are Importance Performance Analysis (IPA) and SERVQUAL.However, both measures have been questioned and research has introduced measures that multiply SERVQUAL by Importance, as well a measure of just performance (SERVPERF). This paper assesses these four main methods of measuring customer service quality. The data were obtained in co-operation with a major UK tour operator. 220 respondents completed a questionnaire before departure on what elements were important to them and what their expectations were for these elements. Then towards the end of their holiday respondents were issued with a second questionnaire measuring performance on the same elements. The research found that although there was variety in the rankings of the 13 different elements, there was no statistical difference between the four methodologies. The final section of the paper considers the implications of this finding for tourism managers and future research in the area of service quality.

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“…Kadar pričakovanja niso potrjena, se pojavijo negativni razkoraki, kar nakazuje na nekakovost storitve. SERVQUAL so v svojih delih kritizirali številni raziskovalci (Buttle, 1996;Carman, 1990;Cronin in Taylor, 1994;Llosa, Chandon in Orsingher, 1998;Tribe in Snaith, 1998). Ladhari (2008, str.…”

Section: Instrument Servqual In Njegove Izpeljankeunclassified

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

Kukanja¹

2017

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An Empirical Study of Servqual's Dimensionality

Cited by 164 publications

References 13 publications

The influence of service quality in information system success model as an antecedent of mobile learning in education organisations: case study in Jordan

The influence of service quality in information system success model as an antecedent of mobile learning in education organisations: case study in Jordan

The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

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