A Gap Analysis of Professional Service Quality

Brown, Stephen; Swartz, Teresa A.

doi:10.2307/1251416

Cited by 739 publications

(421 citation statements)

References 8 publications

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“…Thus it can be extrapolated from such perspective that customer satisfaction is among the many core values of the policing in Jamaica. It is well documented in the literature where customer satisfaction or dissatisfaction has been measured using SERQUAL [32,33,43,44,66,[80][81][82][83][84][85][86][87][88], and the issue has also been evaluated in policing in other jurisdictions outside of Jamaica [22,65,89]; yet no such empirical work has been conducted on the Jamaica Constabulary Force (JCF) [24]. The JCF desires to change its image and so it recognizes that customer satisfaction will be critical to which he has included in the 2015-2018 (Appendix C), Corportate Plan [21]; suggesting that service quality is of importance and is long outstanding it the customer service apparatus.…”

Section: Discussionmentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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Introduction: The Jamaica Constabulary Force (JCF) established in 1867 as a paramilitary organization and over its 148 year history, the institution has sought to address various crimes and it appears that all its policy efforts have come to nought. In seeking to combat the crime pandemic in the society, the entity has been accused of corruption, abuses, professional misconduct and excessive use of power. With such accusations and claims, there has been a negative image of the JCF and so it has sought to inco-operate the user as a part of policing strategy. To date, there has been no empirical research undertaken on service quality in the JCF.

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Section: Discussionmentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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“…Only 40.3 per cent of customers considered the wine list to be adequate, only 54.3 per cent felt that services offered by the restaurant addressed their specific needs and 41.1 per cent of customers were not very satisfied with waiters because they considered them too busy to respond to customer needs. Practitioners would be well advised to pay attention to these points because, although food quality and dish variety are important in a restaurant, service is also important (Riley, 1994) and the provision of inadequate service may reduce total satisfaction (Brown and Swartz, 1989;Crosby and Stephens, 1987;Goodman et al, 1995;Rust et al, 1996;Swan and Combs, 1976 (12 per cent). The majority of them were single (51 per cent) and had a high-school degree (43 per cent).…”

Section: Internal and External Service Qualitymentioning

confidence: 99%

The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

183

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Purpose -The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach -The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level. Findings -Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness. Originality/value -The paper shows that service firms should focus on internal service quality in order to improve external service quality.

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“…As Rust and Zahorik 23 have observed, "the general ServQual dimensions […] should probably be put on any first pass as a list of attributes of service (p. 200)". It is relevant to note also that there has been no widely accepted replacement and both tools are frequently used in managerially and academically focused research in a wide range of service industries(see [24][25][26][27][28] ). Whilst a study by Villako & Raal 1 compared customer preferences with perceptions of pharmacists concluding that pharmacists overestimated the importance of quick service and wide choice of products and underestimated the customers' need for help choosing the right medicine, for professional consulting and privacy, to our knowledge, no previous research has used Zeithaml et al's model to measure service quality in community pharmacy.…”

Section: Introductionmentioning

confidence: 99%

Service quality in community pharmacy: An exploration of determinants

White

Klinner

2012

Research in Social and Administrative Pharmacy

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BACKGROUND: Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants.OBJECTIVES: This study aimed to explore the perceptions of pharmacy staff regarding the factors which constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality.METHODS: Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in three community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery and the communication to customers. RESULTS: From the pharmacy staff perspective, service quality is significantly limited by insufficient organisation-internal communication and control processes which impede role clarity and the resolution of conflicting role expectations among customer service staff. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable and accepted quality specifications by pharmacy management.CONCLUSIONS: The study indicates that the extent and quality to which pharmacy management sets, maintains and communicates service quality specifications to staff directly affects role clarity, role conflict and organisational commitment among customer service staff, which in turn directly influence the level of service quality provided to customers.

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A Gap Analysis of Professional Service Quality

Cited by 739 publications

References 8 publications

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

The relationship between internal and external service quality

Service quality in community pharmacy: An exploration of determinants

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