Purpose -The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach -The second-order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which have significant impact on customer satisfaction (CS) separately from those which do not have a significant impact. Findings -Hospitality, food, logistics, security, and value for money have significant impact on satisfaction, while amenities, core-tourism experience, hygiene, fairness of price, information centers, culture, distractions, personal information, and pubs do not have a significant impact.Research limitations/implications -The above pattern may be different in a different destination, and in a different context. However, a major implication of the current findings is that a destination need not have natural cutting edges to be developed as a tourist destination. A destination with good logistics and assurance for security, value for money, impressive hospitality and food, can satisfy a customer. Practical implications -The scale which has been developed by us will be useful for destination managers to measure the SQ perceptions of tourists and benchmark destinations. The distinction of SQ dimensions with and without the impact on CS could enable a manager to manage these two sets of factors separately. Originality/value -Unlike previous works, SQ has been modeled in tourism as a second-order factor, which appears to be a more appropriate approach. The authors have also modeled factors with and without significant impact on satisfaction separately, and the approach does not seem to have precedence in literature. The inclusion of the factor, "Fairness of Price" is also a new contribution to literature.
Purpose -The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as "attendants"). Design/methodology/approach -Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality. Findings -Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed. Practical implications -This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors. Originality/value -This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)-perceived healthcare quality.
Employee engagement has been identified as being important to employee productivity and performance. Measures of employee engagement and job satisfaction in the context of information technology (IT) were developed to explore how employee engagement affects perceived job satisfaction. In a sample of IT professionals (N = 159), controlling for age, sex, job tenure, and marital status, employee engagement had a significant and positive correlation with job satisfaction.
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