Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

Banahene, Stephen; Ahudey, Eric; Asamoah, Abigail

doi:10.5430/jms.v8n4p18

Cited by 18 publications

(14 citation statements)

References 2 publications

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“…Several studies also utilized SERVQUAL or SERVPERF for the assessment of cell service efficiency (Banahene, et al, 2017;Blery et al, 2009;Kitapci, et al, 2014; MFONTE Colette, 2018). Blery et al (2009) Using the model SERVPERF, the customer service level in the Greek mobile telephony industry was defined as affected, and the association between the standard of service and the desire of consumers to buy them back for the cell phone industry was established.…”

Section: Mobile Service Quality (Ms-qual)mentioning

confidence: 99%

The Effects of Mobile Service Qualities on Customer Reuse Intention of Gojek Super App

Nurqamarani

Jonathan

Gaffar

et al. 2020

HSSR

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Purpose: Customer satisfaction and reuse intention are fundamental to business success, no exception in digital business. Therefore, the purpose of the study is to determine the dimensions of mobile service quality and its effects on customer satisfaction and reuse intention. Gojek is selected as it is the first super app in the world at once the first “decacorn” company in Indonesia. Methodology: This is a quantitative analysis approach explanatory test. The data were gathered using a purposeful sampling approach using an online questionnaire. The aim of this analysis is to evaluate data from 384 respondents using Warp Partial Least Square 6.0. Main Findings: The result indicates that customer satisfaction directly influences content, program, and digital payment quality. The reuse aim often has a beneficial impact on knowledge efficiency, program functionality, and consumer service. Digital payment accuracy, nevertheless, has a marginal effect on reuse purposes. The finding also reveals that the consistency of the program is the main driver for consumer loyalty and reuse. Implications/Applications: The analysis is critical because in the super application it illustrates quality factors. While the research refers to the Gojek super program, this analysis relates to customers' feedback and the plan to use it on mobile apps. Novelty/originality of this study: This work is an early attempt to detect mobile quality factors that impact reuse in the super application. There is still limited research on the effects of quality mobile services in the super app. The research analyzed the standard of mobile services consisting of knowledge standard, device quality, and super-application digital payment efficiency. The research offered insight into the most significant variables that influence consumer loyalty and the ability to reuse.

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Section: Mobile Service Quality (Ms-qual)mentioning

confidence: 99%

The Effects of Mobile Service Qualities on Customer Reuse Intention of Gojek Super App

Nurqamarani

Jonathan

Gaffar

et al. 2020

HSSR

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“…The responsiveness dimension includes the tendency to cooperate and help the student. The assurance dimension includes the competence and ability of employees to instill a sense of trust and con dence in the student towards the organization, and the empathy dimension includes personal attention and allocating appropriate working time for students (13). The validity and reliability of this questionnaire has been con rmed in several foreign and domestic studies.…”

Section: Methodsmentioning

confidence: 94%

Analyzing The Gap Between Perceptions And Expectations Of Students About The Quality Of Educational Services In Southern Of Iran: Servqual Model

Rafati¹,

Arbabisarjou²,

Dastyar³

2021

Preprint

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Background Universities should be sensitive to the needs and expectations of students. This study aimed to analyze the gap between perceptions and expectations of students of Jiroft University of Medical Sciences about the quality of educational services. Methods This descriptive-analytical study was conducted on 213 medical, nursing, and midwifery students. Census method was used to sampling. The data were collected using a multi-dimensional questionnaire (SERVQUAL-22 items). Finally, the data were analyzed by T-test, ANOVA, and correlation coefficient. the significance level was considered as 0.05. Results The mean age of the participants in this study was 21.62 ± 1.79. Of students 132 (62%) were female and 186 (87.3%) were single. There was a quality gap in all dimensions of the quality of educational services (empathy, reliability, responsiveness, assurance, and tangibility). The highest quality gap was observed in the empathy dimension − 8.66 (4.2) and the smallest gap was observed in the tangibility dimension − 4.18 (4.4). Average score of educational services gap in reliability dimension in terms of education of mothers (p = 0.01), and average score of educational services gap in reliability dimension (p = 0.009), tangibility dimension (p = 0.015) and overall score (p = 0.039) in terms of their fathers’ education were significant. Conclusions The results indicate that the expectations of the students in all aspects of the quality of educational services (empathy, reliability, responsiveness, assurance, and tangibility) are more than their perceptions. Thus, the authorities must take the necessary measures to meet the expectations of students.

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“…This method was developed in the 1980s by Zeithaml, Parasuraman, and Berry in measuring the quality of services used as a performance measure of service providers. Through the questionnaire, we can find out how big the gap that exists between the perceptions and expectations of service users towards service providers [11].…”

Section: Servqual Methodsmentioning

confidence: 99%

Analysis of Library Visitor Satisfaction Using the Servqual Method

Agustina

Suprianto²,

Cahyo³

2020

IJER

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The purpose of this study was to determine the level of satisfaction of library services with the SERVQUAL method based on five dimensions, such as tangible, reliability, responsiveness, assurances, and empathy. The satisfaction evaluation of library services is needed because the number of library visitors is increasingly decreasing. This study tries to find out the things that cause the number of library visitors to decrease while knowing what services need to be improved. Based on the results of library service evaluation tests, 68% of visitors said they were not satisfied with library services, with an average value of SERVQUAL (-0.2) from 25 criteria and 105 respondents. This data shows some library services that must be repaired by schools by improving facilities andservices to visitors.

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Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

Cited by 18 publications

References 2 publications

The Effects of Mobile Service Qualities on Customer Reuse Intention of Gojek Super App

The Effects of Mobile Service Qualities on Customer Reuse Intention of Gojek Super App

Analyzing The Gap Between Perceptions And Expectations Of Students About The Quality Of Educational Services In Southern Of Iran: Servqual Model

Analysis of Library Visitor Satisfaction Using the Servqual Method

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