Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Iran)

Mashhadiabdol, Maryam; Sajadi, Seyed Mojtaba; Talebi, K H Sagheb

doi:10.1504/ijsom.2014.058840

Cited by 15 publications

(14 citation statements)

References 16 publications

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“…The greatest gap was seen to be between reliability and tangible dimensions, which means that their expectations were not met. Mashhadi et al in a survey done in Mofid Hospital in Tehran reported that the service quality perceived by patients was more than average and was also lower than their expectations in all aspects (21). Aghamolaei et al in a survey implemented in Bandar Abbas city showed that quality of services was moderate, and also there was a negative gap between expectations and perceptions of patients in all dimensions (33).…”

Section: Discussionmentioning

confidence: 99%

“…Reliable information about customer perceptions and expectations has undeniable impacts on improving the quality of services (20). Quality services aim to meet the needs and expectations of hospital patients (21). Instruments to measure the services quality in hospitals enable health personnel to identify services that require improvement from patient's point of view (6).…”

Section: Introductionmentioning

confidence: 99%

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Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province

2018

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Background and purpose: Services quality is an important factor of satisfaction, as well as a remarkable tool for marketing to achieve the competitive differentiation and promotion of customer's loyalty. The present study was aimed to analyze the quality gap using SERVQUAL approach at selected hospitals in Golestan Province at the year 2015. Materials and Methods: A cross-sectional survey was conducted on 361 patients of selected hospitals of Golestan Province. To determine sample size, Cochran's sample size formula was utilized. Also, to collect the data, SERVQUAL questionnaire was used. The collected data was analyzed through SPSS Software (version 18), and running statistical tests including paired t-test and Pearson correlation. The level of significance was also considered to be ≤ 0.05. Results: The most expectation of hospital services quality was related to reliability dimension (31.60 ± 4.00), while the lowest perception was about responsiveness aspect (13.36 ± 5.74). The greatest gap between perceptions and expectances was in the reliability dimension (-4.54), which was significant (P<0.001). In terms of responsiveness dimension, there was a significant correlation between perceptions and expectances (r = 0.174, P≤0.001). Conclusions: The largest gap between perceptions and expectances was about reliability and tangibles dimensions that can likely be reduced by the staff appearance, physical environment, and utilization of suitable equipment and assurance to patients.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province

2018

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“…The analytical method used was Fuzzy Servqual Analysis [14], to see how far the difference between expectation and performance or perception of the customer for service perceived by the customer. Service quality measurements in the servqual model were based on multi-item scales designed to measure service quality in five key dimensions and to gauge bank customers' expectations and perceptions, and the gaps between them in the five main servqual dimensions (Tangible, Reliability, Responsiveness, Assurance, and Empathy).…”

Section: Methodsmentioning

confidence: 99%

Fuzzy Evaluation of Service Quality in The Banking

Suprihatin¹,

Hidayat²

2018

Proceedings of the International Conference on Science and Technology (ICST 2018)

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The measurement of banking service quality was done by Fuzzy servqual method. Service quality used five dimensions contained in servqual was tangible, reliability, responsiveness, assurance, emphaty. The results of this study indicated that the gap value of the five dimensions had a negative value. It means that the quality of service got was not in accordance with the expectation of the customer. The highest gap value was the dimension of responsiveness and the lowest gap was the dimension of reliability. Thus it can be seen that the dimensions of responsiveness were a concern to improve service quality. One variable that had a positive value was Customer Service variable who helps customer need.

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“…The SERVQUAL model and particularly the aforementioned aggregation approach arouse several criticisms, suggestions for improvement and slight modifications to suit different applications (Brown et al, 1993). Despite these criticisms, the large number of applications is a proof of the attention that it received (Carrillat et al, 2007;Shi and Wang, 2011;Zhu et al, 2011;Mashhadiabdol et al, 2014;Cho et al, 2015;Yin et al, 2015).…”

Section: Gap Assessment: Basics Of the Servqual Modelmentioning

confidence: 99%

Service gap deployment: a framework to link quality gaps to service activities

Franceschini

Mastrogiacomo

2018

IJSOM

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This paper presents the service gap deployment (SGD), a new method to prioritise crucial to quality activities of a service that does not completely satisfy customer expectations. In the SGD, service activities (SAs) are related to gaps between customer expectations and perceptions so as to identify SAs that may need a redesign or improvement in order to satisfy customer needs. The method, which expands the gaps model of service quality by Parasuraman et al. (1985), supports the design of evolutionary and sustaining improvements of the service parts that generate customer dissatisfaction. Specifically, the SGD introduces three major contributions: 1) it creates a map relating service dimensions to SAs; 2) it highlights crucial to quality activities; 3) it allows a focused improvement of the analysed service. The description is supported by an excerpt from a real application example, concerning the prioritisation of crucial to quality SAs of an airport luggage delivery service.

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Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Iran)

Cited by 15 publications

References 16 publications

Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province

Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province

Fuzzy Evaluation of Service Quality in The Banking

Service gap deployment: a framework to link quality gaps to service activities

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