Defining and Measuring the Quality of Customer Service

Lewis, Barbara R.; Mitchell, Vincent‐Wayne

doi:10.1108/eum0000000001086

Cited by 291 publications

(202 citation statements)

References 22 publications

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“…In line with this, the quality of services can be defined as the difference between customer expectations and their actual experiences. If expectations are greater than performance, such quality is regarded as unsatisfactory which further affects the creation of dissatisfaction" (Parasuraman et al, 1985;Lewis, Mitchell, 1990).…”

Section: Quality Of Servicesmentioning

confidence: 99%

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on Unauthenticated Download Date | 5/13/18 8:06 AM 302Gašević, Vranješ,Drinić/Economic themes, 54(2): 301-321 satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

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Section: Quality Of Servicesmentioning

confidence: 99%

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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“…service quality is trade-off between perceived benefits and perceived costs (Lovelock, 2000). In earlier studies, service quality has been referred as how service satisfies customers' needs or expectations (Lewis & Mitchell, 1990;Dotchin & Oakland, 1994). Parasuraman et al (1988) identified five dimensions of service quality: (1) Tangibles (facilities, equipment and appearance of staff) (2) Reliability (ability to perform the promised service dependably and accurately) (3) Responsiveness (willingness to help customers and provide prompt service) (4) Assurance (knowledge and courtesy of staff and their ability to convey trust and confidence); and (5) Empathy (caring, individualized attention the organization provides to its customers).…”

Section: Perceived Service Quality Customer Satisfaction and Perceivmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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This research proposes a comprehensive model that investigates the relationships between service quality, hedonic, perceived value and behavioral intentions. The purpose of this study is to build a better understanding of the determinants of customer satisfaction and customer loyalty throughout the restaurant services by incorporating the perceptions of hedonic effect in service delivery and outlining why and how service quality is important to customer satisfaction and customer loyalty. Respondents were chosen from three regular customers of Atawich chain restaurants in city of Tehran by using stratified random sampling method. A total of 390 questionnaires were used for data analysis. Structural equations modeling by using LISREL was performed to empirically test the relationships between the constructs of this study. Results show that both service quality and hedonic effect are importance predictors of customer satisfaction in Iranian society. In addition, results indicate that service quality and hedonic effect have positive and significant effects on perceived value. However, relationship between customer satisfaction and perceived value with attitudinal loyalty was not significant. Finally, it suggests that restaurant managers should improve their restaurant service offerings to satisfy customers. In addition, the results emphasize the significance of hedonic effect and positive emotions in creating perceived value and customer satisfaction.

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“…In one of offered definitions which are usually applied in different sciences, it defines quality of offered services as a limitation of providing needs and stakeholder's expectations [8][9][10]. So, quality can be defined as the gap between client's expectations and received services and if expectations go beyond the function, the result would be client's dissatisfaction.…”

Section: Quality Definitionmentioning

confidence: 99%

Quality and Assessing Quality in Architecture Building

2014

Universal Researchers (UR) Dec. 25-26, 2014 at Dubai (UAE)

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Defining and Measuring the Quality of Customer Service

Cited by 291 publications

References 22 publications

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Quality and Assessing Quality in Architecture Building

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