Measuring Service Quality: A Reexamination and Extension

Cronin, J. Joseph; Taylor, Steven A.

doi:10.2307/1252296

Cited by 4,277 publications

(1,528 citation statements)

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“…The results of Cronin and Taylor's (1992) research prove that the quality of a service is closely bound with customer satisfaction. The notion of customer satisfaction in connection to marketing appeared in scientifi c studies in the 1960's (Levitt, 1960;Keith, 1960).…”

Section: Satisfactionmentioning

confidence: 89%

The Conceptual Scheme for Managing University Stakeholders' Satisfaction

Schüller¹,

Chlebovský²,

Doubravský³

et al. 2014

Acta Univ. Agric. Silvic. Mendelianae Brun.

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Universities have to face many changes in the sector of higher education caused by the current dynamic development in this sector. With the decline in state support, increased competition and unfavourable demographic progress, universities are forced to establish and improve their relationships with new and existing stakeholders. Research on relationships among universities and stakeholders has historically focused on the diff erent factors and their infl uence on improving stakeholder satisfaction with the quality of university services and on strengthening cooperation. Some studies are focused on stakeholders' classifi cation according to their importance for higher education institutions. However, there are fewer scientifi c studies which concentrate on the intricacies of managing stakeholder satisfaction according to key areas of Universities. This study aims to design a conceptual scheme for managing stakeholder satisfaction depending on the importance of stakeholders in the key fi elds of Universities. The research was done in three steps. As the fi rst stage, university stakeholders were identifi ed via interview. In the second stage, the following key fi elds relating to university activities were identifi ed via focus group -education, science and research, premises and technology. In the third stage, the importance of the particular stakeholders was identifi ed for the fi elds mentioned in the stage two. In order to gain the necessary information, a set interview method was chosen. Native students were identifi ed as the most important stakeholder for the fi eld -education, academic staff as the most important for the fi eld -research and development and enterprises as the most important stakeholder for the fi eld -premises and equipment. The results of the research conducted provided the authors with a convenient base for formulating the conceptual scheme for managing stakeholder universities' satisfaction.

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Section: Satisfactionmentioning

confidence: 89%

The Conceptual Scheme for Managing University Stakeholders' Satisfaction

Schüller¹,

Chlebovský²,

Doubravský³

et al. 2014

Acta Univ. Agric. Silvic. Mendelianae Brun.

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“…: Parasuraman et al, 1985. SERVPERF model, which focuses on real service performance, seems to be derived from SERV-QUAL model by using different attributes for evaluating a quality of service. Some authors as for example Cronin and Taylor (1992) infirm an originality of this derived model and rather call it as a subset of SERVQUAL. Similarly Sang-Lin Han and Sung-Tai Hong applied both models in a sequence to evaluate a service quality and performance (see Fig.…”

Section: Servqual and Servperfmentioning

confidence: 94%

Service Quality and Process Maturity Assessment

Serek¹

2013

JOC

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This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SER-PERF, there are also shortly described capability maturity models based on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies.

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“…Research in the area of services has concentrated on service quality [12], [13], [14], [15], [16] and overall customer satisfaction [17], [14], [18], [19]. One of the best-known theoretical approaches has been developed by the work of Parasuraman and associates [20], who developed the 'four gap model'.…”

Section: Quality Of Services In Packaged Toursmentioning

confidence: 99%

“…The higher the gap between the expected and the perceived quality, the lower is the quality. Some researchers proposed that service quality is one of the antecedents of consumer satisfaction [14]. However, they found that service quality had less of an effect on purchase intentions than did the consumer satisfaction.…”

Section: Quality Of Services In Packaged Toursmentioning

confidence: 99%

“…The most important is that interdependent elements or services in the tour packaged services satisfy the tourist needs and strengthen their intentions to repurchase the services by the same tour operator [21]. At the same time, critical information about the quality of services during the tour strengthens the competitive edge of the tour operator and helps building its winning customer-oriented strategy [14], [22].…”

Section: Quality Of Services In Packaged Toursmentioning

confidence: 99%

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