An exploratory study of service quality in the Malaysian public service sector

Agus, Arawati; Barker, Sunita; Kandampully, Jay

doi:10.1108/02656710710722284

Cited by 128 publications

(80 citation statements)

References 45 publications

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“…It is also viewed as a form of attitude signifying long-term overall evaluation of organisational performance and a function of the discrepancy between performance and expectation along with the quality dimensions (Zeithaml et al, 1996). Service quality is cognitive and relativistic discrepancy between experience-based performance and norms regarding service benefits (Agus et al, 2007). The customers assess quality as high if perception of service exceeds customer's expectations; and as low when service performance does not meet expectations (Oliver, 1980).…”

Section: Service Qualitymentioning

confidence: 99%

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

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The main purpose of this research is to examine the impacts of service quality dimensions on patient satisfaction as a study of private hospitals in Nepal. This research has also evaluated the perceptions of the patients about service quality offered by private hospitals and level of their satisfaction.The research was conducted through influence of positivism philosophy and deductive approach. The two hypotheses were generated with the help of existing knowledge and literature related to service quality and customer/patient satisfaction. The formulated hypotheses were tested through primary data collection from the customers/patients of private hospitals in Nepal. The questionnaires survey was used to collect data in this study. Different five factors of SERVQUAL dimension and four factors of patient satisfaction: price, image, perceived quality and convenience were used to analyse service quality and patient satisfaction respectively. Samples of 490 patients from different 10 private hospitals which all are based on Kathmandu were considered in the study.The results indicated that each dimension of service quality is positively correlated with patient satisfaction, and overall service quality and patient satisfaction has correlation coefficient of 0.719 which is significant at the 0.01 level. This implies that service quality and patient satisfaction are positively correlated with each other. The results demonstrated that service quality has strong positive impacts on patient satisfaction as regression analysis demonstrates that service quality has significant impacts on patient satisfaction as β = 0.719 and P = 0.000 which is less than 0.05. Similarly, the results also indicated that private hospitals in Nepal are providing high level of service quality in the view of patients/customers; and there is high level of patient satisfaction at the private hospitals in Nepal.

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Section: Service Qualitymentioning

confidence: 99%

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

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“…Figure 1 (adapted from Agus et al, 2007) shows the theoretical model that serves as a guide for the present study.…”

Section: Research Theoretical Modelmentioning

confidence: 99%

The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia

Sanjuq¹

2014

IJBA

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This study aimed to evaluate what impact service quality that underlies the SERVQUAL model has on customer satisfaction in Saudi Arabia's banking sector. The study was quantitative in nature and involved distributing a structured, pre-tested, self-administered questionnaire that was based on a convenience method to 412 customers of various bank in the Saudi capital city of Riyadh, during the fall of 2014. The response rate was 67 percent and the study data was analyzed using SPSS and a reliability coefficient (alpha) was determined. Regression analysis found a positive relationship among assurance, empathy, and responsiveness, but that this relationship has no significant effect (P≥0.50) on customer satisfaction. Reliability was found to have a negative relationship to customer satisfaction, but no significant effect on the same. Only tangibles were found to have a positive relationship and a significant impact (P˂0.50) on customer satisfaction. The results show that, in the retail banking sector, the servqual model remains an effective way of measuring customer satisfaction. Because customer value is an asset to organizations, organizations must ensure that they provide the right products and services, supported by the right promotion, at the right time for their customers.

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“…This research will study 5 factors of service quality namely: tangibles, reliability, responsiveness, assurance and courtesy which were adapted from Agus et al (2007) who studied the service quality in the context of Malaysian public service sector by drawing on management and customer perceptions of service quality …”

Section: Research Theoretical Modelmentioning

confidence: 99%

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

Kheng¹,

Mahamad²,

Ramayah³

et al. 2010

IJMS

223

131

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The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with five dimensions was used by this research to evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The findings indicate that the overall respondents evaluate the bank positively, but still there are rooms for improvements.

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An exploratory study of service quality in the Malaysian public service sector

Cited by 128 publications

References 45 publications

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

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