Quality in the Service Sector: A Review

Lewis, Barbara R.

doi:10.1108/02652328910134590

Cited by 176 publications

(127 citation statements)

References 28 publications

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“…Since service quality is considered to be an important dimension of competitiveness [25], it became an important point of interest of researchers during the last two decades.…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

Meštrović¹

2017

: Interdiscip. Descr. Complex Syst.

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Service quality, students' satisfaction and their behavioural intentions are recognised as rather important aspects in higher education institution's strategy in a competitive higher education marketplace, which enable them to attract and retain students in science, technology, engineering and mathematics (STEM) and information-communication (IC) study areas. This research aimed to study the relationship between service quality, students' satisfaction and behavioural intentions of STEM and IC students of the University of Rijeka Departments. Partial least squares structural equation modelling using SmartPLS 3.0 software was performed on student survey data, confirming a direct, positive and significant relationship between higher education service quality and students' satisfaction and between students' satisfaction and their behavioural intentions. According to indirect effects analysis, perceived higher education service quality has an an indirect, positive and significant impact on students' behavioural intentions through students' satisfaction. The results indicate that higher education service quality is an imperative for higher education sector. Based on the findings of this study, useful to policy makers in the services industry in general and in higher education sector in particular, improvements can be planned all service quality dimensions as a key factor to attract, educate and retain STEM and IC students in Croatia. KEY WORDSbehavioural intentions, higher education, students' satisfaction, service quality CLASSIFICATION JEL: I23, M31Service quality, students ' satisfaction and behavioural intentions in STEM and IC higher … 67

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“…Since service quality is considered to be an important dimension of competitiveness [25], it became an important point of interest of researchers during the last two decades.…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

Meštrović¹

2017

: Interdiscip. Descr. Complex Syst.

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“…Lewis [15] describes service quality as a measure of how well the service level delivered matches customers' expectations. Cronin and Taylor [16] view it as a form of attitude representing a long-run overall evaluation.…”

Section: Understanding Service Qualitymentioning

confidence: 99%

An assessment of the urban water service delivery quality gap in Uganda and Tanzania: taping the customer’s voice in water service delivery

Mukokoma

Dijk

2011

WIT Transactions on Ecology and the Environment

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The current reforms in the water sector in the Sub Saharan Africa have put the customer at the centre stage for sustainable water service delivery. However, few studies have been conducted to assess the gap between customer's expectations and his/her perception of the actual water service delivered, yet this knowledge is important to support prioritization in developing water service delivery improvement.Using the SERVQUAL model, we sampled 527 customers of National Water and Sewerage Corporation [NWSC] and Dar Es Salaam Water and Sewerage Corporation [DAWASCO] to assess the service quality delivery gaps. The results indicate a gap of -1.98 for NWSC and -2.81 for DAWASCO on a seven point scale. We also found out that the service quality dimensions of reliability and responsiveness as very important to customers, yet it is on these dimensions that both utilities have the biggest service quality gaps of -2.73 for NWSC and -3.80 for DAWASCO. The results imply that water utilities in Uganda and Tanzania should continue improving the quality of water service delivery by concentrating more on reliability and responsiveness of water service delivery.

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“…É uma comparação entre a gama de expectativas que existe e o nível de percepção do serviço prestado. Para Lewis (1989), a qualidade do serviço é uma medida de quão bem o serviço atende às expectativas dos clientes. Bitner (1990) sugere que as avaliações de satisfação do cliente se relacionam com transações de serviços específicos e a qualidade do serviço é uma atitude relacionada ao provedor de serviços.…”

Section: Nível De Satisfação Do Cliente Em Serviçosunclassified

“…Etapa 1 -A primeira etapa consiste nas seguintes fases: I. Obter o básico da abordagem do cliente (Lewis, 1989) II. Foco no cliente (Bitner, 1990, Cronin e Taylor, 1992, Kim e Kim, 1995; III.…”

Section: Abordagem Proposta Para O Ge-renciamento Da Qualidade Do Hotunclassified

Evaluation of quality of service: real case in the hotel fitness center

Ferraz

Melo

Jerônimo

et al. 2018

RBTUR

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The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

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Quality in the Service Sector: A Review

Cited by 176 publications

References 28 publications

Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

An assessment of the urban water service delivery quality gap in Uganda and Tanzania: taping the customer’s voice in water service delivery

Evaluation of quality of service: real case in the hotel fitness center

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