Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses. Findings – This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items. Research limitations/implications – Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement. Practical implications – The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement. Social implications – The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management. Originality/value – The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.
Purpose -The main purpose of this paper is to examine the influence of individual-level cultural dimensions on Generation Y consumers' expectations of service quality. Design/methodology/approach -Service quality and individual-level cultural values were measured using existing scales from the literature. Factor analysis was conducted to verify the factor structures of both constructs while structural equation modeling was employed to examine the measures for cultural values and service quality dimensions. Findings -Four out of the five hypotheses are supported and the last one is partially confirmed in terms of directional support. Service quality expectations are positively related to uncertainty avoidance and long-term orientation but negatively related to power distance. Masculinity and collectivism did not have a significant relationship. Service quality was found to be a three-factor construct consisting of tangibles, reliability and responsiveness/empathy/assurance. Cultural values were confirmed to consist of five dimensions according to Hofstede's typology. Generation Y consumers are found to be low in power distance and have high expectations of service quality.Research limitation/implications -The main limitations are that the study did not distinguish between different types of full-service restaurants in its analysis and the sample consisted of undergraduate students only. Practical implications -The findings indicate the importance of measuring individual-level cultural values which may be used as a segmentation variable to guide service delivery and resource allocation. Originality/value -The study contributes to the scant research on service quality among Generation Y consumers in developing countries. It also assesses the five-factor structure of the SERVQUAL scale in a new country setting, that is, Malaysia.
The restaurant industry is becoming more important in generating income for many nations and hence the factors affecting the restaurant service performance need to be well managed. Therefore, this paper aims to explore and validate the importance of servicescape, human service, food quality and price from the customers' perspective. The restaurant customers in Malaysia, South Africa and India participated in the study. Duly completed structured questionnaires were collected. The study reveals that key determinants on satisfaction and loyalty were mainly human service and food quality.
A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.
Much research has focused on identifying the dimensions of service quality based on the assumption that each dimension contributes equally to customer satisfaction and dissatisfaction. Limited study has been done to investigate whether separate factors may act as satisfiers and dissatisfiers. This paper examines the issue using a sample of critical incidents collected from Malaysian consumers across a broad range of service industries. It was found that the determinants of satisfaction and dissatisfaction need not be the same. The type of service industry is also significantly associated with the nature of the service encounter. Results suggest that different service quality dimensions are important in affecting customer satisfaction depending on the type of service industry. The similarity of the findings with previous studies raises the possibility of a generic dimension to service satisfiers and dissatisfiers across different industries and cultures.
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