Tag Archives: Service Quality

Knowledge Management and Role Clarity as Antecedents of Service Quality (Published)

The effective management of employees’ knowledge has been described as a critical ingredient for organisations seeking to ensure sustainable strategic competitive advantage in the market place. The purpose of the study was to investigate the impact of knowledge management on employees’ role clarity and quality of services. The study sampled 300 staff from three private hospitals in Ghana namely: Trust Hosiptal, Otoo Memorial Hospital and Cocoa Hospital. The purposive sampling technique was employed to select the private hospitals while simple random was used to select staff of the hosptials. The results revealed that service quality has a positive relationship on knowledge management and service quality

Keywords: Knowledge Management, Service Quality, Staff, role clarity

Service Quality and Brand Loyalty of Banks in Bayelsa State of Nigeria (Published)

Citation: Lyndon M. Etale and Emmanuel N. Jerry (2022) Service Quality and Brand Loyalty of Banks in Bayelsa State of Nigeria, British Journal of Marketing Studies Vol. 10, Issue 1, pp.47-63

The study was embarked upon with the aim of determining the nature of the relationship between service quality and brand loyalty of banks in Bayelsa State of Nigeria, and this was done using responsiveness and reliability as dimensions of service quality and brand advocacy as a measure of brand loyalty, bringing about two research questions and study hypotheses which was put to the test by the use of the Pearson correlation coefficient method with the aid of SPSS software. The study adopted the descriptive design and used a questionnaire as a means of gathering data from the customers of selected banks in Bayelsa State amounting to a total of 140, but a total of 130 copies of the questionnaire were retrieved and used for the analysis of data which informed the conclusion and findings of the research. The study revealed a significant relationship between both reliability and responsiveness as dimensions of service quality and brand advocacy as a measure of brand loyalty. The study therefore concluded that there is a significant relationship between the variables and thus made the following recommendations; Banks should give prompt and quick response to its customers‟ compliant by creating a simple and fast compliant handling system; Banks must let its customers feel safe and secured in any transaction; Banks should create a strong feedback system that enables them to relate effectively with customers and understand them better; Banks should fasten their service processes.

Keywords: Reliability, Responsiveness, Service Quality, brand advocacy, brand loyalty

Service Quality, Customer Satisfaction and Behavioural Intentions: Application of Lodging Quality Index Model On Hotels in South East, Nigeria (Published)

This study aimed to assess the relationship between service quality, customer satisfaction and behavioural intentions of guests at selected 3-star hotels in Onitsha business district and Enugu metropolis in South East, Nigeria. Survey design was adopted for the study. The target populations were guests in the 3-star hotels from the ages of 18 years and above.  A structured questionnaire was administered to 200 guests of the hotels. The data collected were analyzed with descriptive statistics, such as frequency and percentages, and tested with Pearson Correlations to examine the nature of relationships between service quality dimensions, customer satisfaction, and behavioural intentions. The results show that the service quality dimensions; tangibility, reliability, responsiveness, confidence, communication, had strong relationships with customer satisfaction. The result equally revealed that customer satisfaction had a strong relationship with behavioural intentions. That is, the guests of the hotels were satisfied with the services, and are willing to recommend, revisit, and give positive reviews.

Citation: Okocha, Rejoice Ebere, Agina, Emeka Kenechi, Ojiula, Uchemefuna Benjamin (2021) Service Quality, Customer Satisfaction and Behavioural Intentions:  Application of Lodging Quality Index Model On Hotels in South East, Nigeria, British Journal of Marketing Studies, Vol. 9, Issue 4, pp.18-35


Keywords: Customer Satisfaction, Hotels, LODQUAL, Nigeria, Service Quality

Assessment of Airport Service Quality in Nigeria (Published)

The study assessed the airport service quality (ASQ) in Nigeria using the SERVQUAL Model from both the perspectives of the airlines and air transport passengers as major consumers of airport services in Nigeria. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and Murtala Muhammed International Airport (MMIA), Lagos; as case studies, we used questionnaire as survey instrument to elicit the service quality expectations and perceptions of airlines and air passengers in both airports. SERVQUAL model was used to determine the airport service quality which was subsequently compared. The results of the study indicates that from both perspectives of the airlines and air passengers, the airport service quality (ASQ) in both airports are low and cannot meet the service quality expectations of both airlines and passengers. However, the results show that the MMIA, Lagos offers higher quality of airport services than NAIA, Abuja.

Keywords: Nigeria, Service Quality, airline, airport, passengers

The Effect of Integrated Pharmaceutical Logistic System on User Satisfaction and Logistics Performance of HIV/AIDS Commodities: Evidence form Public Hospitals in Ethiopia (Published)

This study was conducted to assess the effect of IPLS on user satisfaction and logistics performance of HIV/AIDS commodities. Data were collected from 127 respondents in six public Hospitals using questionnaire and interview. The study employed explanatory design with mixed research method. The data collected and analyzed indicated that IPLS enhances their satisfaction which increases job performance of users. IPLS resulted in big improvement in the accuracy of logistics by improving planning, decision making, productivity and overall logistics objectives. The regression analysis indicated that all the independent variables have strong and positive effect on user satisfaction and thereby on Logistics performance except system quality which did not have strong and positive effect on user satisfaction due to factors specific to the Ethiopian environment as indicted in the interview such as turnover of trained staff, lack of trainings and other factors. Future research may be conducted by incorporating other variables that affect IPLS, covering wider geographic area, and also incorporating private hospitals.

Keywords: Cultural Factors, HIV/AIDS commodities, Information quality, Service Quality, system quality, user satisfaction

Service Quality and Speed of Service in the Nigeria Police Force: The Roles of SERVICOM (Published)

This paper focused on service quality and speed of service in the Nigeria police force: the role of service compatibility (SERVICOM). The study specifically examined the effect of SERVICOM on the quality of service as well as timeliness of service in the Nigeria police force. Descriptive survey design was adopted through which structured questionnaire was used to collect data from the field. The population of the study comprised of all police officers from all ranks and files within Ekiti and Ondo States as well as consumers of police services. Convenience sampling technique was used to select 4,000 respondents which included 2,000 police officers from different ranks and files as well as 2,000 consumers of police services within the two states. Available data were analysed with the use of descriptive statistics as well as t-test for the formulated hypotheses. Findings showed that SERVICOM, if fully implemented, has significant effect on both quality and timeliness of service in the Nigeria police force. It was therefore recommended among others that an enhanced salary structure which will be globally competitive should be introduced into the Nigeria police force so as to enhance the quality of their services.


Keywords: Nigeria police, Service, Service Quality, Servicom, speed of service

Albanian Mobile Companies 4G Service Strategies Application (Published)

Albanian mobile market is made of three big players. In this paper the strategies and application for the 4G services of all the operators is discussed and compared. Main point which is tested and discussed in this paper is the quality of service offered by all operators according to their respective clients relative to the application of the strategies pertaining to mobile internet services, and in particular 4G and 4G+ services. The data is organized and gathered according to the SERVQUAL model and his paper is only one piece of a bigger study made in Albanian Telecommunications’ Market. Primary data is analyzed using SPSS. The findings are true and representative of the Albanian market, according to the validity test and the findings.

Keywords: 4G Services, Albania, Marketing Strategy, SERVQUAL, Service Quality, Telecommunication

Impact of Service Quality on Customer Trust, Purchase Intention and Store Loyalty, with mediating role of Customers’ Satisfaction on Customer Trust and Purchase Intention (Published)

Service Quality is most important dimension on which customer satisfaction is based. The main theme behind this research paper is to examine the impact of Service Quality on Customer trust, Purchase Intention and Store Loyalty where Satisfaction performs the role of mediator with Trust and Purchase Intention. Also, this study will analyze the impact of Store image on store Loyalty.  This study is conducted mainly under the context of Grocery shopping in Jeddah, Saudi Arabia. Sample of 322 has been taken by using convenient sampling. Results show that all predicted hypothesis has been accepted after conducting the regression test. Positive impact has been seen between service quality and trust, service quality and purchase intention, and service quality and store loyalty. Also mediating role of customer satisfaction has been seen on customer trust and purchase intention. Finding also reveals that store image positively impact the store loyalty. This study will be helpful for researchers for future consideration in Saudi Arabia which provide useful implications as well.

Keywords: Purchase Intention, Satisfaction, Service Quality, Store Loyalty, Trust, store image

Determinants of Brand Loyalty among Consumers’ in the Mobile Telecommunication Industry in the Faculty of Management Sciences, Akwa Ibom State University, Nigeria (Published)

The main objective of this study was to examine the determinants of brand loyalty among mobile telecommunication consumers in the Faculty of Management Sciences, Akwa Ibom State University. The survey research design was adopted for the study. The primary data were obtained through questionnaire administered to 175 respondents using simple random sampling technique and a total of 145 copies of questionnaire were retrieved for data analysis. Four hypotheses were formulated and tested at 0.05 level of significance and the data for the study were analyzed using tables, frequency, percentage and Pearson Correlation.The findings of the study revealed that service quality, price, promotion, and network coverage have significant relationship with brand loyalty among subscribers of mobile telecommunication service. Based on this,it was recommended among others that mobile telecommunication service providers should ensure continuous improvement on service quality to attract subscribers’ interest to their network.

Keywords: Consumers, Price, Service Quality, brand loyalty, mobile telecommunication service providers., network coverage

An Investigation of Factors Affecting Customers’ Satisfaction in the Supermarket Sector In Ho Chi Minh City (Hcmc) – Vietnam (Published)

This empirical study was conducted to find out the relationship among four factors such as brand image, service quality, product quality, and price toward customer’s satisfaction in supermarket in HCMC. The qualitative approach was applied to point out the measurement of the scales of factors and the quantitative approach was to test whether these observed variables contributing to these factors or not. After that, the author conducted a survey to customers who go shopping in Co.op Mart and Vinmart. After checking and selecting the suitable samples, the author collected 221 samples to analyze for this study. There was the test for the reliable theoretical framework that was conducted to test whether the hypothesis was supported or not. As a result, based on multiple regression analysis, the theoretical framework was significant and all the hypotheses were accepted. The factor affecting most to customer’s satisfaction was Price, the second one was Service Quality, the third one was Product Quality, and finally one was Brand Image. In general, this research model was conducted properly and valued to study. Supermarkets in HCMC can apply this empirical study to set up their business strategies and improve their customers’ satisfaction in order to enhance competitive competence as well as attract more new customers in the new era.

Keywords: Brand Image, Customer Satisfaction, Service Quality, Vietnam, product .quality

Service Quality, Customer Satisfaction Towards Customer Loyalty ( A Case Of Ila Vietnam) (Published)

The quality of service has become an aspect of customer satisfaction and has been proved that it comes from the combination of the excellent learning process and public satisfaction on the service delivered. The main purpose of this study is to examine what factors that play an important role in satisfying customers, and which one has the biggest impact on that mission, particularly at ILA Vietnam. A mixture of qualitative and quantitative research are used to collect data from customers of ILA Vietnam in 17 centers to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. The findings suggest providing quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction and service quality. Besides, the provided results could be useful for managers at ILA in strategic planning.

Keywords: Customer Satisfaction, SERVQUAL, Service Quality, service sectors.

Understanding The Relationships between Service Quality, Customer Satisfaction and Loyalty: An Investigation of Ghana’s Retail Banking Sector (Published)

This study set out to examine the interrelationships between service quality, customer satisfaction, and customer loyalty for the Ghana banking industry. The paper also evaluates the effects of the individual dimensions of service quality on overall service quality. Primary research data were collected using questionnaires administered face-to-face, via systematic random sampling approach. Confirmatory Factor Analyses (CFA) was then used to test the hypotheses and address the research objectives as well. The results showed that the three variables were positively interrelated, albeit with different p-values for significance. The five dimensions of service quality, tangibility, reliability, responsiveness, assurance and empathy, each affects overall service quality positively and significantly). The effects of service quality on customer satisfaction was direct, positive but insignificant. In the same manner, customer satisfaction positively but insignificantly impacts customer loyalty. Service quality was seen to positively and significantly affect customer loyalty in this study. The findings therefore serve as a good guide for banks to work at improving service quality, which will in turn positively influence satisfaction and loyalty.

Keywords: Customer Satisfaction, Customer loyalty, Retail Banking, Service Quality

The Industry 4.0 Factor Affecting The Service Quality of Commercial Banks in Dong Nai Province (Published)

Vietnam has favorable conditions for access to join the 4.0 industrial revolution (Industry 4.0). Vietnam has a young population structure, most of them live in rural areas but the level of education and access to new technology services by Vietnamese people is quite high compared to other countries in the world. The percentage of people using mobile phones is also high, with more than one mobile subscriber per capita. In that context, the banking service quality sector in general as well as the payment sector in particular has witnessed the strong impact from Industry 4.0, together with the introduction of a number of new technology applications. In the field of finance – banking (Fintech); Commercial banks have brought many opportunities and challenges for the banking industry, including payment operations in Vietnam. The study results showed that there were 200 staffs related to commercial banks who interviewed and answered about 9 questions. Data collected from July 2016 to July 2017 for the staffs of commercial banks in Dong Nai province. The paper had been analyzed KMO test, Cronbach’s Alpha and the result of KMO analysis which used for multiple regression analysis. Bank staffs’ responses measured through an adapted questionnaire on a 5-point Likert scale (Conventions: 1: Completely disagree, 2: Disagree, 3: Normal; 4: Agree; 5: completely agree). Hard copy and online questionnaire distributed among 50.000 the staffs of commercial banks in Vietnam. In addition, the exploratory factor analysis (EFA) results showed that there were two factors, which included of factors following: Industry 4.0 human resources (X1) and Industry 4.0 network security (X2) with significance level 5 percent. In addition, all of two components affecting the service quality of commercial banks with significance level 5 percent. The research results processed from SPSS 20.0 software.   

Keywords: Commercial Bank, Industry 4.0, LHU, Service Quality

Revisiting Student Satisfaction through Servqual: Private Tertiary Education Perspective (Published)

The objective of the study is to explore the relationship between the SERVQUAL dimensions of service quality and student satisfaction. Factor analysis, multiple regression, t-test, and ANOVA were employed to analyze data. A sample size of 119 was gathered from four private universities in Dhaka and respondents were students. Finally, 117 were found suitable for analysis. The study reveals that responsiveness, assurance, empathy, and student quality have significant influence on student satisfaction. Among these, assurance illustrated the strongest influence on student satisfaction followed by empathy and student quality. These findings can be valuable inputs for academic leaders to enhance student satisfaction. In this endeavor, student quality is being incorporated as an additional dimension of SERVQUAL. This realistic contribution may modify academic leaders to think in a progressive way in assessing student satisfaction in future. Finally, the study discloses that overall service quality has a positive significant influence on student satisfaction.

Keywords: Higher Education, Service Quality, Student Quality., Student Satisfaction

Determinants of Student Satisfaction in the Context of Higher Education: A Complete Structural Equation Modeling Approach (Published)

The objective of this study is to investigate the relationship between service quality, program quality and student satisfaction in the context of higher education. In the context of higher education, most of the private universities are incapable of upholding the quality of higher studies in Bangladesh. Subsequently, student dissatisfaction has been detected, and institutions have failed to establish a positive image in the minds of employers. Moreover, in depth investigation on student satisfaction is under-researched in respect of private universities of Bangladesh. Past researchers have examined the only direct affiliation between service quality and student satisfaction, ignored program quality absolutely. The Structural Equation Modeling (SEM) is used to analyze the influence of independent variables and hypotheses testing. The population of this study was fourth-year business students of nine ‘grade one’ private universities in Bangladesh. Data (n=331) were gathered from students pursuing studies at different private universities in Bangladesh. The study has discovered that service quality and program quality both have statistically strong significant impact on student satisfaction but program quality has explained more variance on student satisfaction. These unique findings imply that academic authorities should nurture the program quality rigorously in order to enhance student satisfaction without ignoring service quality. The findings of this study would bring benefits to both practitioners and academics for formulating appropriate strategies to ensure student satisfaction, especially in the perspective of private higher education.

Keywords: Service Quality, and student satisfaction, institutional image, program quality

Diagnostics of Customer Satisfaction in the Hospitality Industry: Evidence from Nigeria (Published)

Nigeria in the last few decades has experienced a tremendous growth in the number of public and private hotels. The biggest challenge in today’s competitive business environment is how to retain customers and ensure customer loyalty. Also, Guest relationships in the hotel industry are strategic assets of the organization and customer satisfaction becomes the starting points to defining business objectives. The study therefore analyzed the indices of customer satisfaction in the hospitality industry in Nigeria. The research analyzed the significance of key factors that determine customer satisfaction. A structured questionnaire on staff performance, cost, hotel facilities, environment and porn accessibility was developed and used to collect information from the study sample. The structured questionnaire was administered to 400 respondents purposively. Descriptive statistics and regression analysis were used to analyze the data. The result showed that cost, hotel environment, hotel facilities and income respectively were seen to have a strong impact on customer satisfaction at 5% level of significance, while staff performance seems significant at 10%. There was a relationship between service quality and customer satisfaction. The study makes a significant contribution to the service quality management literature because few empirical studies are available dealing with this aspect of the hotel management in Nigeria. It would also help service providers in the hotel industry to understand aspects of service variables that need urgent improvement.

Keywords: Customer Satisfaction, Hospitality, Regression Model, Service Quality, hotel management.

Evaluating the Relationship between Service Quality and Customer Satisfaction in Microfinance Institutions in Wakiso District, Uganda (Published)

The paper investigated the relationship between service quality and customer satisfaction in microfinance institutions in Wakiso district. A correlational cross-sectional survey design was used. Both quantitative and qualitative approaches were employed. Questionnaires and interviews were used to collect data from 10 selected SACCOs. Data were collected from  samples of SACCO members, board of directors, audit committee members and staff of the selected SACCOs. Documentary analysis was also done to enrich conceptualization of the problem and interpretation of data. Findings revealed that service quality aspects are collectively explanatory variables of customer satisfaction in SACCOs in Wakiso district. Furthermore, the aspect of management communicating effectively with all stakeholders is significantly related to customer satisfaction. The study concludes that service quality should be emphasized in SACCOs in order to ensure customer satisfaction. SACCOs management bodies should further investigate to better understand how their clients think and respond to service quality, because they are seeking to improve their customer satisfaction levels.


Keywords: Customer Satisfaction, Service Quality, Uganda, member- owned microfinance institutions

Service Quality and Customer Satisfaction in Nigerian Mobile Telephony (Published)

The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. It is against this backdrop that this research seeks to empirically measure how service qualiy/delivery impact on customer satisfaction of Mobile Telecommunication providers in Nigeria.  The data used for this study were obtained using a structured survey questionnaire. The questions were close ended and used a 5 point Likert-scale. The sample consists of 532 mobile subscribers in Nigeria, using a simple random sampling technique spread across all the six geo-political zones in the country while a proportionate sampling approach was adopted by the researcher to give a fair representation to the service providers using the proportionality formula. The data obtained from the survey were analysed using the Statistical Package for Social Sciences (SPSS), Version 20. The survey was restricted to subscribers using the four major GSM mobile phone operators. The research  determined that a relationship exist between service quality/delivery and customer satisfaction, also between SERVQUAL reliability dimension and customer satisfaction and between customer satisfaction and switching intention among mobile phone users in Nigeria. The results have indicated that the two constructs ( SQ and CS ) are undeniably independent but are closely related and without a doubt, potential partners, implying that an increase in one is likely to cause a change in another. It is therefore recommended that with the ever-increasing influence of the Nigeria Communications Commission (NCC),and the continous complying with  is one major strategy that the companies must adopt to remain cost-effective.

Keywords: Customer Satisfaction, Mobile Telephony, Nigeria, Service Quality, Telecommunication

Predictive Indicators of Customer Loyalty in the Nigerian GSM Market (Published)

This study focuses on the predictive indicators of customer loyalty among GSM users in the South-Eastern Nigeria. Most of the studies on customer loyalty in the Nigerian GSM market are alien to South-Eastern Nigeria. The main objective of this study is to empirically inquire the factors that influence customer loyalty in the Nigerian GSM market. The study adopted survey research design and the population of study is the mobile phone users in Anambra State. Quota sampling method was employed while the sample size was determined using survey systems formula. Questionnaire was employed as the research instrument and the reliability test was achieved using split-half method. Factor analysis was used for data reduction and multiple regressions were employed to test the hypotheses. The findings revealed that trust, customer satisfaction, corporate image, service quality, network coverage have significant effect on customer loyalty with customer satisfaction as the strongest predictor of customer loyalty in the Nigerian GSM market. In addition, prompt customer service was seen to have no significant effect on customer loyalty. It was recommended that GSM service providers should focus more on customer satisfaction, trust, corporate image, service quality, and network coverage in order to build sustainable relationship with their customers as to become very competitive. Also, attention should be paid on providing quality customer care service elements.

Keywords: Corporate Image, Customer Satisfaction, Customer loyalty, Customer trust, Service Quality, Switching Barrier

The Influence of ATM Service Quality on Customer Satisfaction in the Banking Sector of Nigeria (Published)

The study investigates the influence of ATM service quality on customer satisfaction in the banking sector of Nigeria. The study adopts survey research in which questionnaires are accidentally administered on customers of four banks randomly selected for the study (First Bank of Nigeria Plc., United Bank for Africa Plc., Guarantee Trust Bank Plc. and Skye Bank Plc. at the ATMs terminals of the Banks during transactions. Multiple Regression Analysis, Descriptive Statistics of the Mean, Standard Deviation, Tables and Charts are the main tools of data analysis. Findings reveal that the higher the ATM service quality, the higher the level of satisfaction it provides. The study then concludes that ATM service quality determines customer satisfaction. Some recommendations are offered on the way forward

Keywords: ATMs, Customer Loyalty/Retention, Customer Satisfaction, Profitability, Service Quality