Tag Archives: SERVQUAL

An Assessment of Service Quality of Logistics Services Providers in Ghana (Published)

This study was aimed to assess service quality of logistics service providers (courier services) in the Kumasi metropolis of Ghana. The study was a cross sectional descriptive survey. The target population of the study was customers of the selected courier services providers. The study deployed stratified sampling technique and 120 sample size. The SERVQUAL Model was the underpinning philosophy adopted for the study. Structured questionnaire were used. Data were gathered through primary and secondary sources. The primary data were analyzed using Predictive Analytical Software (PASW) for windows. Secondary data were obtained from data bases including Pro-Quest, EBSCO, Open Access Directorate, Google Scholar, Cross- Ref and Index Copernicus. The results were presented using unweighted means, Chi-square Tests and frequencies. The study revealed that overall customers were satisfied with all the five service quality dimensions. Specifically respondents rated their satisfaction as follows: Assurance Empathy, Tangibility, Responsiveness and Reliability The study further revealed there is a significant association between customer’s location and satisfaction. Also, the study found that there is an association between customers preferred brand and satisfaction. Finally, there is significant association between customers perceived service safety and satisfaction. The study concluded that logistics service providers should aim at delighting their customers to ensure customer loyalty in order to prevent any switch in the future.

Keywords: Courier, Ghana, Logistics, SERVQUAL, service providers

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.

Effects of Services Quality on Customer Satisfaction: A Case from Private Hostels in Wa-Municipality of Ghana (Published)

The aim of this was to examine the influence of Hostel Services Quality on Student’s Satisfaction in the University of Development Studies (UDS) within the Wa-municipality of Ghana. A cross sectional quantitative research design was employed. The target populations of the study were predominately students in private hostels. Whopping 300 students were randomly sampled to participate in the study.  The questionnaires were adopted from the SERQUA Model. Both primary and secondary data were employed in the study. The data were analyzed with the aid of Statistical Package for Social Science (SPSS). The study had revealed that overall the model used in this study was acceptable ANOVA was significant (p-value < 0.05). The study also revealed that, taking all the other factors constant at zero; a unit change in tangibility will bring 0.054 change in students satisfaction, a unit change in assurance will bring 0.318 a unit change in reliability will bring 0.342 in customer satisfaction, a unite change in responsiveness will bring 0.096 change in students satisfaction and finally, a unit change in empathy will bring 0.381 change in students satisfaction. It is concluded that hostel management should paid attention to the legitimate discontent among the students to improve efficiency in order to prevent massive switching rate in the long run when supply exceed demand in this business.

Keywords: Ghana, Hostel Service, SERVQUAL, Satisfaction, Students, Wa-municipality

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