Gender in service quality expectations in hospitals

Salim, Taghreed Abu; Mustafa, Nermeen; Onyia, Okey Peter; Watson, Alastair William

doi:10.1108/ijqss-08-2018-0074

Cited by 6 publications

(3 citation statements)

References 85 publications

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“…In today's highly competitive environment, service quality plays a substantial role in the prosperity of any organization. A conceptual model of service by [54] was introduced in 1985 and quickly became a popular tool to measure the level of service quality [29,42,47,48,50,51,55,56]. SERVQUAL is applicable to many industries and areas, such as the financial, production, education, and food sectors.…”

Section: Service Quality Modelmentioning

confidence: 99%

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Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model

Torabi

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2021

JTAER

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University or college is a challenging reality leading to a sometimes elusive career path. By consulting social media and review websites, students have more alternatives to consider in their choice determination. This study develops a multifaceted model to recognize the influence of service quality and e-word of mouth on customer satisfaction and the impact of customer satisfaction on word of mouth. Data gathered from a sample of 150 university students are analyzed by SPSS and PLS-SEM. The findings indicate that service quality dimensions and e-WOM have positive impacts on customer satisfaction. Furthermore, this study reinforces that customer satisfaction has a positive influence on customers’ WOM intentions. This research recommends that university management should consider the importance of service quality factors and social media channels to meet and exceed students’ expectations in order to bolster the quality of services and boost customer satisfaction.

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Section: Service Quality Modelmentioning

confidence: 99%

“…Responsiveness: The tendency to help customers and to provide swift and timely service [42,47,48,50,55,58].…”

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confidence: 99%

Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model

Torabi

Bélanger

2021

JTAER

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“…. Conversely, studies by numerous researchers opposed the findings of the study(Abu-Salim, Mustafa, Onyia & Watson, 2019; …”

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confidence: 84%

Understanding the influence of organisational culture on service quality in private hospitals in Ghana.

Nicholas

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The idea that organisational culture influences service quality, which in turn has effect on both clients and employees, has gained extensive recognition in both academia and organisational practices. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. The present study also utilised employee engagement as mediating variable. Organisational culture, service quality and employee engagement all remain a major issue in Ghana, both in private and government institutions. Hence, creating a culture that is favourable to providing quality services and encouraging employee engagement is significant for ideal organisational results. The study adopted a mixed method approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach and 15 participants selected using a purposive sampling method from selected private hospitals located in Accra-Ghana. The researcher collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using Factor Analysis and Cronbach’s Coefficient Alpha respectively. The quantitative data was evaluated using both descriptive and inferential statistics and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, mission), service quality (reliability, assurance, tangibles, empathy, responsiveness) as well as employment engagement (vigour, absorption, dedication). This study specifies that there is no significant relationship between organisational culture and service quality. Additionally, this study indicates that there is no significant between relationship between employee engagement and service quality. This study examined the inter-connections of the variables and their effect on the biographic profiles. Additionally, the study states that there is a significant relationship between organisational culture and employee engagement. Furthermore, organisational culture and employee engagement significantly account for 26.1% of the variance service quality.

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