Tag Archives: Service Quality

THE EVALUATION OF OUTPATIENT QUALITY SERVICES IN PHYSIOTHERAPY IN THE TEACHING HEALTH CENTERS OF SHAHID BEHESHTI UNIVERSITY BASED ON SERVQUAL TOOLS (Published)

Introduction: Service quality plays an important role in industrial services such as banks, hospitals, clinics, transportation and so forth. Such quality is, also, prominent with respect to meeting customers’ satisfaction and providing sufficient grounds for organizational survival. This study aims to investigate the quality of outpatient services in physiotherapy in the teaching health centers of Shahid Beheshti University based on SERVQUAL tools. Methodology: The current study is regarded as cross-sectional. Moreover, the data of this research were collected and analyzed in 2015. The participants of this study consisted of patients in the teaching health centers of Shahid Beheshti University. Furthermore, the standard questionnaire of SERVQUAL (1988) which enjoys high levels of reliability and validity was utilized in this research. Last but not least, t-test, Paired t-test and Friedman test were calculated though SPSS software for analyzing the data. Findings: The results of the present study indicate that all the dimensions of service quality in the centers under study were reported to be at the optimum level. Also, a significant difference between perceptions and expectations of patients based on five dimensions of service quality were reported to be tangible factors, assurance, responsiveness, empathy, and reliability in the centers under study. The patients regarded assurance dimension as the most significant with the score of 4.88 and considered physical factors as the least significant with the score of 2.21.Conclusions: Nowadays, managers need to be informed of their hospitals’ functioning. Through using these tools optimally, managers are enabled to evaluate service quality from the customer’s perspective so that they are equipped with critical eyes to distinguish their weaknesses and to try to ameliorate them.

Keywords: Customer Satisfaction, SERVQUAL, Service Quality, physiotherapy services

APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA (Published)

Using mobile phone service as an example, we analysed and tested the validity of the hierarchical model of service quality developed by Brady and Cronin in the measurement of service quality in Algeria; using a sample of 350 respondents representing the customers of mobile phone service providers in Algeria. Through using confirmatory factor analysis and correlation coefficient measurements, we were able to confirm that all three levels of the proposed hierarchical structure; including the primary dimensions of interaction, outcome, and environment qualities, were important and valid in measuring mobile phone service quality in Algeria. Our study results have also enabled us to produce a slightly modified version of the hierarchical model of service quality measurement that is appropriate to the Algerian service sector. Our proposed modified model provides implications for future research on service quality measurements in Algeria.

Keywords: Customer Satisfaction, Hierarchical Service Quality Model, Mobile Phone Service, Service Quality

THE EFFECT OF EMOTIONAL INTELLIGENCE ON THE FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN GHANA: THE MEDIATION ROLE OF RELATIONSHIP MARKETING, SERVICE QUALITY, CUSTOMER SATISFACTION (Published)

This study examines the effect of emotional intelligence on financial performance of commercial banks in Ghana from the perspective of the mediation role of relationship marketing, service quality and customer satisfaction. It goes further to indicate the relative impacts of these mediating variables on financial performance. A complete picture of the monetary effects of investing in the enhancement of employees’ emotional intelligence is hence the core of this paper. The study is a descriptive quantitative study in which a sample of 220 each of service providers and customers in 20 commercial banks in Ghana are used. Pearson’s correlation test, partial correlation test and ordinary least squares regression analysis were used to analyse data. According to findings, emotional intelligence positively relates to relationship marketing (r = .804, p = .000), service quality (r = .601, p = .000), customer satisfaction (r = .426, p = .000) and financial performance (r = .734, p = .000). Emotional intelligence also significantly predicts relationship marketing, service quality, customer satisfaction and financial performance by contributing 64.7%, 63.2%, 23.2% and 32% of the variance respectively. It is made evident that relationship marketing provides the most dominant mediation in the relationship between emotional intelligence and financial performance in the face of service quality and customer satisfaction. Commercial banks are therefore encouraged to deploy resources towards equipping their service providers with emotional intelligence

Keywords: Banks’, Customer Satisfaction, Emotional Intelligence, Financial Performance, Relationship Marketing, Service Quality, service providers

THE EFFECT OF RELATIONSHIP MARKETING ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOSPITALITY SECTOR IN GHANA: THE MODERATING ROLE OF SERVICE PROVIDERS’ EMOTIONAL INTELLIGENCE (Published)

This study assesses the effect of relationship marketing on service quality and customer satisfaction from the perspective of the moderating role of emotional intelligence in the hospitality sector in Ghana. A descriptive quantitative research technique is employed. A random sample of 384 each of customers and customer service attendants of hotels, leisure centres, resorts and five-star restaurants in Accra are used as the source of data. According to findings, emotional intelligence makes a strong positive effect on relationship marketing at 5% significance level, r (288) = .785, p = .000. Though relationship marketing makes a strong positive effect on service quality (r = .712, p < .05) and customer satisfaction (r = .318, p < .05), these effects degenerate into negative ones when the effect of emotional intelligence on relationship marketing is controlled for. It is therefore recommended that firms in the hospitality sector give priority to equipping their customer service attendants with emotional intelligence to maximise service quality and customer satisfaction

Keywords: Customer Satisfaction, Emotional Intelligence, Hospitality Sector, Relationship Marketing, Service Quality

SERVICE QUALITY AS A CATALYST FOR CUSTOMER SATISFACTION OF SMALL AND MEDIUM SIZED ENTERPRISES (SMES) IN KITALE MUNICIPALITY,KENYA (Published)

Service quality and customer satisfaction is an important ingredient in addressing global challenges, such as customer satisfaction and service quality. Service quality influences customer satisfaction because with an excellent service provided to the customers, their needs and expectations are met and as a result it improves customer satisfaction and helps create a good image of the company and bring positive reactions to potential customers mind. Despite this attention, little empirical research has been performed about relationship-marketing practices among SMEs, especially those in developing countries. This study is intended to investigate the effects of service quality on customer satisfaction in Kitale town. Stratified sampling was used to divide the Central Business District in terms of streets. Systematic random sampling was used to select SMEs from each street to obtain a sample size of 146 SMEs where customers was interviewed from each SME making a total of 146 customers involved in this research work. Findings reveals that service quality highly affect customer satisfaction positively (β2=0.396, P<0.05). All the beta values were significant at 0.05 level of significance. Hence it is recommended that managers should focus on developing appropriate competencies in service quality since it has a positive impact on customer satisfaction.

Keywords: Customer Satisfaction, SMEs, Service Quality

Customer Satisfaction towards Q Mobiles brand (Review Completed - Accepted)

Purpose: The purpose of this study is to measure the customer satisfaction towards Q mobiles brand affe by discussing variables such as service quality, product quality, , work load financial benefit, perceived value.
Design/methodology/approach: Being descriptive study, survey method was adopted for data collection to find out the factors. A sample of 150 students of Islamia university of Bahawalpur was selected for the survey. Data was analyzed by using Cronbach‟s Alpha, correlation and regression in SPSS software.
Findings: The independent variable service quality was correlated with dependent variable customer satisfaction.

Keywords: Customer Satisfaction, Perceived Value, Service Quality, financial benefit, product .quality

CUSTOMER SATISFACTION ON SERVICE QUALITY IN PRIVATE COMMERCIAL BANKING SECTOR IN BANGLADESH (Published)

Customer satisfaction is essential for the success of service firms like bank. The quality of service has become an aspect of customer satisfaction. Day by day it has been proven that service quality is related to customer satisfaction. This study endeavors to discover the impact of service quality on customer satisfaction in private sector banks in Bangladesh. Five dimensions in service quality (servqual) such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985) are considered as the base for this study. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 110 and is chosen on a convenient basis. Data has been analysed by using SPSS software (version: 17). Result of the study showed that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influenced customer attitudes in terms of satisfaction that is service quality dimensions are crucial for customer satisfaction in private commercial banking sector in Bangladesh.

Keywords: Customer Satisfaction, SPSS and Regression Analysis, Service Quality

IMPACT OF EMPLOYEE EMPOWERMENT ON SERVICE QUALITY- AN EMPIRICAL ANALYSIS OF THE NIGERIAN BANKING INDUSTRY (Published)

Employee empowerment is a very important issues to organizations especially those providing services. This is because the customers and employees are engaged simultaneously in the production of service. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. This practice can directly affect the quality of service. The objective of this study is thus to determine the impact employee empowerment has on service quality in the Nigerian banking industry. The study covered nine branches out of the fifteen branches of First Bank in Kaduna State. This is because the nine branches are within Kaduna State metropolis and so, there was easy access. The sample size consisted of all the staff in the various branches with the exception of contract (in sourcing) staff. The study used primary and secondary data. Questionnaires were distributed to two hundred employees across the branches of First Bank and regression analysis were used to analyse the data. Out of the 200 questionnaires distributed fifteen (15) were not returned. The study found out that employee empowerment has positive and significant impact on service quality. It recommends that First Bank should continue to promote teamwork amongst employees so that every staff irrespective of gender would work towards a common vision of achieving the objectives of the Bank. A more enabling environment for the female employees should also be encouraged so that there will be a balance in enhancing productivity.

Keywords: Employment, Nigerian Banking Industry, Service Quality

Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya (Published)

The main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyalty

Keywords: Assurance, Customer loyalty, Empathy, Reliability, Responsiveness, Service Quality, Tangibility