Service quality: a tutorial

Harvey, Jean

doi:10.1016/s0272-6963(97)00026-0

Cited by 155 publications

(135 citation statements)

References 5 publications

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“…Hence there is a scope for SERVQUAL to be further modified for universal standardization (Parasuraman et al, 1991). The issue of improving service quality where by organization can derive competitive advantage has been investigated by (Reicheld and Sasser, 1990;Berry, Zeithaml, & Parasuraman, 1990;Hensel, 1990;Berry, Parasuraman, & Zeithaml, 1994;Berry & Parasuraman, 1997;Glynn & Brannick, 1998;Johnston & Heineke, 1998;Harvey, 1998). Service quality has been used as an ingredient in understanding consumer behaviour.…”

Section: Literature Reviewmentioning

confidence: 99%

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Randheer¹,

AL-Motawa²,

J³

2011

IJMS

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In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivity towards the quality of services offered. In this context, this study examined the commuters' perception on service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The SERVQUAL scale is administered to measure the commuter's perception on service quality. A survey was conducted among the commuters who were regularly availing public transport services for travelling. A random sample of 534 respondents were taken for data collection, among them 512 were finalized for final analysis. The study concluded that the service quality delivery meets the perception of commuters. In general, people of twin cities of Hyderabad and Secunderabad are benefited with the service quality delivery by public transport services. This paper brings out a service quality image which can be adopted by other cities whose population depends on public transportation services.

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Section: Literature Reviewmentioning

confidence: 99%

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Randheer¹,

AL-Motawa²,

J³

2011

IJMS

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“…The extant work features three mechanisms underlying service guarantees; signaling, risk reduction, and incentives. Harvey (1998) shows that a SG conveys credible information to customers about the hidden attributes of a service offering. In effect, it is a signal of existing quality.…”

Section: Literature Reviewmentioning

confidence: 99%

Learning from a Service Guarantee Quasi Experiment

Chen

John

Hays

et al. 2009

Journal of Marketing Research

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We analyze data from a service guarantee program implemented by a mid-priced hotel chain. Using a multi-site regression discontinuity quasi-experimental design developed for these data from 85,321 guests and 81 hotels over 16 months, we control for unobserved heterogeneity among guests and treatments across hotels, and develop Bayesian posterior estimates of the varying program effect for each hotel. Our results contribute to theory and practice. First, we provide new insights into how service guarantee programs operate in the field. Specifically, we find that the service guarantee was more effective at hotels with a better prior service history and an easier-to-serve guest population, both of which are consistent with signaling arguments, but do not comport with the incentive argument that guarantees actually improve service quality. Second, our study offers managers better decision rules. Specifically, we devise program continuation rules that are sensitive to both observed and unobserved differences across sites. In addition, we devise policies to reward hotels for exceeding site-specific expectations. By controlling for observed and unobserved differences across sites, these policies potentially reward even sites with negative net program effects, which is useful in reducing the organizational stigma of failure. Finally, we identify sites that should be targeted for future program rollout by computing their odds of succeeding.

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“…During the past few years, SERQUAL has become the most popular method for assessing service quality (Van der Wal et al, 2002;Wisniewski, 2001;Harvey, 1998;Curry & Sinclair, 2002;Van derWal et al, 2002;Gabbie & O'Neill, 1997). Parasuraman et al (1985) is believed to be the first who introduced the conceptual framework for the SERVQUAL model to measure consumer perceptions of service quality and later refined the model.…”

Section: The Servqual Instrumentmentioning

confidence: 99%

Analyzing effects of service encounter quality on customer satisfaction in banking industry

Gazor¹,

Nemati²,

Ehsani³

et al. 2012

MSL

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Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively. }}

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Service quality: a tutorial

Cited by 155 publications

References 5 publications

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Learning from a Service Guarantee Quasi Experiment

Analyzing effects of service encounter quality on customer satisfaction in banking industry

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