Using SERVQUAL to assess customer satisfaction with public sector services

Wisniewski, Mik

doi:10.1108/eum0000000006279

Cited by 242 publications

(184 citation statements)

References 27 publications

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“…Quality of services is a concept that has attracted much attention and discussion in research literature because there have been difficulties in defining the quality of services and also there is no general consensus when it comes to measuring the quality of services (Wisniewski, 2001).…”

Section: Quality Of Servicesmentioning

confidence: 99%

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on Unauthenticated Download Date | 5/13/18 8:06 AM 302Gašević, Vranješ,Drinić/Economic themes, 54(2): 301-321 satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

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Section: Quality Of Servicesmentioning

confidence: 99%

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016

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“…Anderson (1995) found that assurance is the highest dissatisfaction, and tangibles and empathy showed the lowest level of dissatisfaction. Wisniewski (2001) in his study within library found that customer satisfactions were not met. Contrary, the customer expectations is determined by responsiveness and assurance.…”

Section: Service Quality In the Public Servicementioning

confidence: 99%

Management Perceptions of Organizational Service Quality Practices

Husain¹,

Husain²

2017

JSD

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The research purposed to investigate the management perception of organizational service quality practices. The study conducted in Institution of One-Stop Service of Southeast Sulawesi. Using SERVQUAL Instruments including tangibility; reliability; responsiveness; assurance; and empathy, customers were interviewed and filling a questionnaire. The sample size of 150 was selected purposively, but only 116 samples were analyzed. Data was analyzed with using confirmatory factor analysis and then the results were compared with using performance importance analysis (PIA). This research found that dimensions of responsiveness; reliability; and empathy was the main factor of organizational service quality. Otherwise, tangibility and assurance were not an important dimension for organizational service quality. This research limited on the perception of the customer of public services. This finding indicated that there were differences organizational service quality practices from the other sector and country. The study suggested that organizational service quality practices should have reliability; responsiveness; and empathy on the customer.

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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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Using SERVQUAL to assess customer satisfaction with public sector services

Cited by 242 publications

References 27 publications

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

Management Perceptions of Organizational Service Quality Practices

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

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