Results of mapping patients expectation using SERVQUAL

Mehrotra, Deepti; Bhartiya, Shalini

doi:10.1016/j.jhqr.2019.11.008

Cited by 9 publications

(7 citation statements)

References 16 publications

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“…We can conclude that the Qi value of all attributes is less than 0, and then their assumed quality of services has been labeled 'good enough.' Using these questionnaires, sub attributes could contribute significantly to the ranking of web portal services, as identified in Table VIII [27]. -1,03 -1,00 -1,00 -0,94 -0,92 -0,89 -0,88 -0,83 -0,83 -0,80 -0,80 -0,78 -0,78 -0,77 -0,73 -0,73 -0,73 -0,69 -0,68…”

Section: ) E-govqualmentioning

confidence: 99%

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

Yuhefizar,

Utami,

Sudiman

2024

JOIV : Int. J. Inform. Visualization

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The e-government web portal serves as a crucial platform for providing information that can be easily and universally accessed. This serves as an intermediary between the municipal administration and the community, ultimately resulting in improved and streamlined public services. Several variables, including age and proficiency in using the integrated system, provide insights on how to gauge user satisfaction levels of the information system and its current users. The e-govqual and Importance Performance Analysis (IPA) models are accurate indicators of user satisfaction. This article seeks to understand the perception of users of the e-government web portal of the municipal Tanah Datar municipality. It aims to compare the servqual and the IPA model to determine the most suitable method for assessing public perceptions and identifying priority attributes to improve service quality. These two approaches share the same objective, but employ different methodologies. The user's perception of performance is designated as the independent variable (X) using a quantitative approach, while service quality expectations are designated as the dependent variable (Y). This is achieved by combining the Likert scale with five dimensions. This study uses questionnaires to gather data from 275 participants and uses two models, E-govqual and Importance Performance Analysis (IPA), to assess user satisfaction. The findings indicate that it is crucial for the government to respond quickly to user issues, provide feedback on user input, and regularly update the material on the Web portal.

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Section: ) E-govqualmentioning

confidence: 99%

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

Yuhefizar,

Utami,

Sudiman

2024

JOIV : Int. J. Inform. Visualization

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“…In terms of service quality indicators, the SERVQUAL model, a multi-item scale for measuring consumer perceptions of service quality, has been widely adopted by previous studies to gauge various services. Recent examples include its application in evaluating: the quality of airline baggage handling systems (Rezaei et al, 2018), public services (Ocampo et al, 2019), and healthcare services (Mehrotra & Bhartiya, 2020). Developed by Parasuraman et al (1988), the original SERVQUAL model had ten dimensions, but after modifications, it remained with five dimensions: assurance, empathy, reliability, responsiveness, and tangibles.This model recognises that a firm's service proposition is twofold, involving tangible and intangible service components.…”

Section: Service Qualitymentioning

confidence: 99%

Effect of a perceived threat of informal actors on the business performance of formal actors: inbound tour operators’ perspective

Mwesiumo

Abdalla

Öztüren

et al. 2021

Journal of Travel & Tourism Marketing

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This paper develops and tests a conceptual model to examine the effect of a perceived threat of informal actors on the business performance of formal actors. Drawing on a sample of 130 inbound tour operators, structural path analysis shows that the perceived threat of informal actors is positively associated with the formal actors' service quality and customer acquisition efforts, which subsequently are positively associated with an increase in business performance. The perceived threat of informal actors appears to increase business performance only through its influence on service quality and customer acquisition efforts. Based on the findings, actionable recommendations are provided.

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“…Se empleó la escala servqual, por ser un instrumento multidimensional, utilizado para evaluar la calidad en los servicios desde la percepción de los clientes [15,16]. Además, se ha confirmado su fiabilidad y validez en servicios de salud.…”

Section: Instrumentounclassified

Evaluación psicométrica de la escala de calidad de servicios de atención en donantes de un banco de sangre en Medellín, Colombia, 2019

Molina

Ramírez

2021

Rev. Fac. Nac. Salud Pública

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Objetivo: Evaluar la adaptabilidad del modelo Service Quality (SERVQUAL), con el fin de valorar la calidad del servicio en la atención de los donantes de un banco de sangre en la ciudad de Medellín. Metodología: Se llevó a cabo una evaluación psicométrica en 301 donantes de sangre, para determinar la calidad percibida. Se realizaron pruebas de consistencia interna con alpha de Cronbach e índice de discriminación, y se evaluó la validez de contenido de los dos cuestionarios y la estructura factorial, mediante análisis factorial exploratorio. Resultados: El alpha de Cronbach fue de 0,86; en las subescalas de expectativas, 0,87, y en percepciones, 0,77. Se observó una mayor consistencia interna en el cuestionario de expectativas que de percepciones. Aunque se obtuvo una baja consistencia interna en algunas dimensiones, no se afecta la escala de manera global. Conclusión: La escala SERVQUAL presenta un adecuado desempeño psicométrico y, por tanto, es útil para evaluar la calidad percibida en la atención en donantes de sangre, siempre y cuando sea abordada de forma unidimensional.

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Results of mapping patients expectation using SERVQUAL

Cited by 9 publications

References 16 publications

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

Effect of a perceived threat of informal actors on the business performance of formal actors: inbound tour operators’ perspective

Evaluación psicométrica de la escala de calidad de servicios de atención en donantes de un banco de sangre en Medellín, Colombia, 2019

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