Applying SERVQUAL to Web sites: an exploratory study

Iwaarden, Jos van; Wiele, Ton van der; Ball, L.; Millen, Robert

doi:10.1108/02656710310493634

Cited by 198 publications

(136 citation statements)

References 9 publications

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“…Descriptive statistics were used to report on the demographic characteristics of the sample as well as for each measure. The following will be used to interpret data [63,64]:…”

Section: Discussionmentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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Introduction: The Jamaica Constabulary Force (JCF) established in 1867 as a paramilitary organization and over its 148 year history, the institution has sought to address various crimes and it appears that all its policy efforts have come to nought. In seeking to combat the crime pandemic in the society, the entity has been accused of corruption, abuses, professional misconduct and excessive use of power. With such accusations and claims, there has been a negative image of the JCF and so it has sought to inco-operate the user as a part of policing strategy. To date, there has been no empirical research undertaken on service quality in the JCF.

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“…Descriptive statistics were used to report on the demographic characteristics of the sample as well as for each measure. The following will be used to interpret data [63,64]:…”

Section: Discussionmentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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“…Respondents are to provide answers on their expectations and perceptions based on the 5 point Likert scale Number 1 implies SD -Strongly Disagree, Number 2 implies D -Disagree, Number 3 implies NNeither disagree or agree, Number 4 implies A -Agree, Number 5 implies SA -Strongly Agree [5].…”

Section: Methodsmentioning

confidence: 99%

“…Functional quality had 5 items with 22 scores [5][6][7][8] and Technical quality had 8 scores [9]: H1a: reliability (IVA): When hospital promises to do something by a certain time, they do it (A1). Hospital/staff have notification to avoid mistakes (A2).…”

Section: Methodsmentioning

confidence: 99%

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Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

S¹,

A²,

T³

2017

J Hosp Med Manage

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Objective: Measuring healthcare quality of the big public hospital in developing countries by the functional quality by servequal instruments and technical quality of healthcare by eight dimensions Subject and Method: The study obtained feedback from patients, measure consumers' perceptions of healthcare quality in both functional and technical quality including, using the SERVQUAL instrument with five generic dimensions (the original 22 item instruments) for functional quality to combination with the 8 dimensions for technical quality for General clinic department at Bachmai Hospital in Vietnam country. The study refers to the period from December 2013 to Jan 2014. Result:Altogether 550 persons were interviewed and 513 patients were identified by stratified random sampling. Most outpatients whose length of stay in general clinic department in the Bachmai hospital. Measuring healthcare quality by functional and technical quality. The functional quality by SERQUAL instrument with 5 items (22 score) and Technical quality item (8 score). Servqual instrument had 5 items are the "Tangible", "Reliability", "Responsiveness", "Assurance", "Empathy" including and Technical quality item's Technical Quality; There items have highly patient satisfaction (PS) mean are 3.9196 ± 0.59615, 3.8104 ± 0.73355, 3.9532 ± 0.67188, 3.8998 ± 0.58325, 3.9513 ± 0.61043, 3.9671 ± 0.59481, respectively, and Cronbach alpha for the first construct of public are 0. 824, 0.869, 0.860, 0.808, 0.847, and 0.927, respectively. After performing factor analysis, we have four elements are drawn: Factor 1 (Responsiveness) with 8 variables, factor 2 (Reliability) with 6 variables, factor 3 (Tangible) with 5 variables, factor 4 (Technical quality) with 8 variables with highly Corrected Item-Total Correlation of PS and reliability coefficient. Conclusion:Adjusted research model for the public hospital have four construct from levels of customer satisfaction about service quality is influenced by the SERVQUAL (3 items are responsivenes, reliability and tangibles with 19 scores) and Technical Quality instrument (8 scores) with total of 27 scores. The model provides feedback on the quality of a public hospital experience from the adult outpatient's perspective at the developing nation as Vietnam country.

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“…Untuk mengetahui kepuasan pelanggan dipergunakan rumus sebagai berikut: Q = P -E Dengan : Q = Kualitas Pelayanan Pelanggan ; P = Pelayanan yang sesungguhnya diterima; E = Harapan Pelanggan atas Kualitas Pelayanan Berdasarkan serangkaian penelitian, Service Quality akhirnya disederhanakan menjadi lima parameter utama menurut Van Iwaarden, J., van der Wiele, T., Ball, L., and Millen, R. [20], yaitu:…”

Section: Survei Kepuasan Pelangganunclassified

Identifikasi Perceived Quality Pelayanan Perizinan Dinas Penerbangan dan Maritim Berdasarkan Pendekatan Kepuasan Masyarakat di Lingkungan Direktorat Jenderal SDPPI

Sitorus¹

2017

InComTech

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AbstrakDalam konsep New Public Management (NPM), birokrasi pemerintah sebagai pemberi pelayanan kepada masyarakat dituntut untuk lebih mengedepankan aspek hasil (results) dibandingkan dengan sekedar kontrol terhadap pembelanjaan anggaran dan kepatuhan terhadap prosedur. Bagi lembaga pelayanan publik, reformasi pada bidang aparatur negara ini berimplikasi secara mendasar pada pelaksanaan tugas pokok dan fungsinya. Pelayanan publik merupakan hal penting dalam pelaksanaan dan penyelenggaraan program pemerintah. Pelayanan publik menjadi bagian dari birokrasi yang harus direformasi sebagaimana ditegaskan dalam Undang-Undang Republik Indonesia Nomor 17 Tahun 2007 tentang Rencana Pembangunan Jangka Panjang Nasional 2005 -2025 (RPJPN 2005 -2025. Salah satu fungsi pemerintah dalam pelayanan publik adalah perizinan. Perizinan merupakan pemberian legalitas kepada seseorang atau pelaku usaha atau kegiatan tertentu baik dalam bentuk izin maupun tanda daftar usaha. Perizinan frekuensi radio merupakan pelayanan publik yang dilaksanakan oleh Direktorat Jenderal Sumber Daya dan Perangkat Pos dan Informatika (Ditjen SDPPI). Pelayanan publik yang prima menjadi faktor kunci keberhasilan pemerintah dalam terwujudnya pelayanan terbaik kepada masyarakat. Kualitas pelayanan tersebut mencakup waktu pelayanan yang cepat, akurat dan memberikan kepastian hukum. Pada tulisan ini akan dicoba dibahas lebih lanjut mengenai teknik pengukuran persepsi kualitas pelayanan (Perceived Service Quality) metode Structural Equation Modelling (SEM) atau model persamaan struktural, yaitu suatu analisis yang dapat digambarkan sebagai kombinasi antara regresi berganda dan analisis faktor untuk menduga hubungan yang tidak bebas tetapi saling berhubungan secara bersama-sama.

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Applying SERVQUAL to Web sites: an exploratory study

Cited by 198 publications

References 9 publications

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

Identifikasi Perceived Quality Pelayanan Perizinan Dinas Penerbangan dan Maritim Berdasarkan Pendekatan Kepuasan Masyarakat di Lingkungan Direktorat Jenderal SDPPI

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