Perceived Service Quality and Shopping Motivations

Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

“…The importance of the service environment is seen in a quote by Berry et al (2006, 48), "A reality of service consumption is that customers buy the service before they actually experience it." Findings suggest that the most successful retailers are those who are staging experiences, rather than merely delivering goods and services (McCabe et al, 2007). Favorable physical environment of the service setting has been found to enhance perceived control and perceptions of service quality (Grewal et al, 2007).…”

Client Satisfaction with Service Delivery in the Health Sector: The Case of Agogo Presbyterian Hospital

“…Though the varying outcomes indicated the overall satisfaction of patients, it is very needful that some specific service delivery dimensions are improved. Parasuraman, et al, (1985) originated a ground-breaking research on service quality which involved interviewing executives from retail banking, credit cards, securities brokerage, and product repair and maintenance sectors, from which SERVQUAL model was developed (Lages & Fernandes, 2005;McCabe et al, 2007). Zeithaml, et al, (2013) concluded that, possibly, five service quality gaps exist in service businesses.…”

“…This makes the SERVQUAL not just a measurement model, but also a good management model. (McCabe et al, 2007;Lages & Fernandes, 2005). The five dimensions includes; Tangibles (physical facilities, medical equipment and appearance of personnel), Reliability (capacity to deliver services accurately dependably and in line with promises), Responsiveness (disposition to help customers and provide prompt services), Empathy (Convenient opening hours and providing individualized care and attention, which includes both access to and understanding of the customers), and Assurance (patient safety and health provider demeanor, providers' knowledge, courtesy and ability to convey trust and confidence) (Purcarea et al, 2013;Ramez, 2012;Parasuraman et al, 1988).…”

An Investigation of the Motivations of Second-hand Clothing Donation and Purchase

“…It may be the case that, like new clothing consumers, second-hand clothing consumers' shopping motivations may vary when they are in different types of stores, such as for-profit consignment stores or non-profit thrift stores (Arnould & Reynolds, 2003;McCabe, Rosenbaum, & Yurchisin, 2007). It also remains unknown what demographic and social psychological factors may influence second-hand clothing consumers' shopping motivations.…”

“…It is also possible for one consumer to be motivated to shop at different retail locations for different reasons (Arnould & Reynolds, 2003;McCabe, Rosenbaum, & Yurchisin, 2007). For instance, a consumer may be motivated to shop at a grocery store in a utilitarian fashion, following a shopping list in a rational manner, but be motivated to shop at a high-end department store to fulfill emotional needs, like social status.…”