Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model

Saleh, Farouk; Ryan, Chris

doi:10.1080/02642069100000049

Cited by 503 publications

(339 citation statements)

References 8 publications

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“…Interestingly, some of these findings are not completely in line with findings of other researchers. The identification of different dimensions of quality in different surveys has been confirmed by a number of researchers and constitutes one of the weaknesses of SERVQUAL (Asubonteng et al, 1996;Bouman and van der Wiele, 1992;Saleh and Ryan, 1991). Babakus and Boller (1992) argue that the number and nature of dimensions depend on the type of service setting.…”

Section: Internal and External Service Qualitymentioning

confidence: 99%

“…This concept led Parasuraman et al (1985Parasuraman et al ( , 1988 to identify five main service quality dimensions (reliability, responsiveness, empathy, tangibles and assurance) and to create the SERVQUAL scale, which consists of 22 questions measuring expectations and 22 questions measuring perceptions. Although SERVQUAL has been widely acknowledged and applied in various service settings (Gilbert and Wong, 2003;Saleh and Ryan, 1991;Vandamme and Leunis, 1993), some researchers have questioned SERVQUAL's validity when measuring differences between customer expectations and perceptions (Babakus and Boller, 1992;Bolton and Drew, 1991;Boulding et al, 1993) as well as its transferability across different sectors (Carman, 1990;Vandamme and Leunis, 1993). Taylor (1992, 1994) proposed the use of SERVPERF that includes only performance items of SERVQUAL and appears to possess comparative advantages (Babakus and Boller, 1992;Brady et al, 2002;Boulding et al, 1993;Grönroos, 2000).…”

Section: Literature Reviewmentioning

confidence: 99%

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The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

182

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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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Section: Internal and External Service Qualitymentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

The relationship between internal and external service quality

Bouranta

Chitiris

Paravantis

2009

Int J Contemp Hospitality Mngt

182

View full text Add to dashboard Cite

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“…The main dispute appears to emerge between the supporters of the idea of measuring service quality as the difference between consumer expectations and services performance -introduced by Parasuraman et al (1988) and called SERVQUAL -and the critics of their method suggest using the performance scale alone. The first experts to use SERVQUAL in tourism industry were for instance Saleh and Ryan (1991) or Baker and Fesenmaier (1997 Theoretical formulations for the destination quality management (DQM) are included in the publication written by Woods and Deegan (2003). On the basis of their findings, the principles for the theoretical concept of DQM originated; these are the principles that are based on the tenets of necessity to meet basic standards of destination customers' minimum needs.…”

Section: Theoretical Basismentioning

confidence: 99%

Rural Tourism – Evaluating the Quality of Destination

Ryglová

Rašovská

Šácha

2017

European Countryside

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This paper concerns the topic of rural destination quality from the viewpoint of tourism development. The research exploring crucial quality factors from the viewpoint of demand is presented. Rural tourism participants attribute the highest significance to Destination cleanliness and Sense of security. The evaluation of the importance of most research quality factors is not dependent on gender and on the contrary, the importance of 16 quality factors depends on the visitor´s age. In the case of the factor of "Friendly acceptance by the locals", the most significant influence on the visitor´s return to the destination was confirmed. On the contrary, this impact was not proven for the factor of "Level of prices of services and goods in the destination". The research and the successive factor analysis revealed 6 dimensions representing the rural destination quality: Services, Image, Transportation, Well-being, Information/Communication and Attractions/ Experiences; Well-being was identified as the most important. This was consecutively confirmed by the analysis of the quality factors' impact on the visitor´s overall satisfaction and loyalty to the destination. The research findings provide the theory with topical destination quality dimensions as well as contribute to better understanding of visitor´s behavioural mechanisms in rural areas.Key words: visitor´s perception, quality of destination, rural destination, factors of quality, dimensions of quality, IPA analysis Abstrakt: Tento příspěvek je věnován tématu kvality venkovské destinace z pohledu rozvoje cestovního ruchu. Jsou zde prezentovány výsledky výzkumu zacíleného na identifikování a prozkoumání stěžejních faktorů kvality z pohledu poptávky. Nejvyšší význam účastníci cestovního ruchu na venkově přisuzují faktorům čistoty destinace a bezpečnosti v destinaci. Hodnocení důležitosti většiny zkoumaných faktorů kvality (68 %) není závislé na pohlaví, a naopak význam 16-ti faktorů kvality je závislý na věku respondenta. U faktoru kvality "přátelské přijetí místními obyvateli" byl prokázán nejvyšší vliv na znovu návrat návštěvníka do destinace, naopak tento vliv nebyl prokázán u faktoru "cenová úroveň zboží a služeb v destinaci". Provedený výzkum a následná faktorová analýza odhalila 6 dimenzí reprezentující kvalitu venkovské destinace: služby, image, doprava, pohodlí (well-being), informace/komunikace, atraktivity/zážitky. Při posuzování významu dimenzí pro návštěvníka byla jednoznačně jako nejvýznamnější identifikována dimenze well-being, což bylo následně potvrzeno analýzou vlivu faktorů kvality na celkovou spokojenost návštěvníka v destinaci a jeho loajalitu k destinaci. Výsledky výzkumu rozšiřují teoretická východiska o hlavní dimenze kvality destinace a prohlubují poznatky spotřebitelského chování návštěvníků/účastníků cestovního ruchu ve venkovských oblastech.

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“…Parasuraman ve arkadaşları yaptıkları araştırmalarda hazırladıkları güncellenmiş ölçekte hizmet kalitesinin 10 boyutunu 5 boyuta indirmişlerdir. Bu boyutlar; "somut (maddi) unsurlar" (Saleh ve Ryan, 1991;Zeitmal ve Bitner, 2003;Kang ve James, 2004), "güvenirlik" (Kotler ve Bloom, 1984Ladhari, 2009;Alrousan, 2011), "heveslilik" (Cheung ve Law, 1998Anthony ve Ghosh, 2004;Upal, 2008), "güvence" (Pitt ve Jeantrout, 1994;Al Khattab, 2011) ve "empati" dir (Mohsin, 2011;Parasuraman vd., 1988). Kullanılan 97 önermeyi ise 22 önermeye indirmişlerdir.…”

Section: Servqual Yöntemi̇ İle Hi̇zmet Kali̇tesi̇ni̇n öLçülmesi̇unclassified

Hi̇zmet Kali̇tesi̇ni̇n Ölçülmesi̇: Si̇gortacilik Sektöründe Uygulamali Bi̇r Araştirma

Karaman¹

2018

jisr

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ÖzHizmet sektöründe kalite kavramının, diğer sektörlere göre tanımlanması ve ölçülmesi oldukça zordur. Uygulamada hizmet kalitesini ölçmek için bazı yöntemler geliştirilmiştir. Bu çalışma, sigortacılık sektöründe toplam hizmet kalitesinin ölçülmesi amacıyla gerçekleştirilmiştir. Çalışmada hizmet kalitesinin belirlenmesine yönelik ve uluslararası geçerliliği olan SERVQUAL ölçeği kullanılmıştır. Ölçek, online ortamda oluşturulmuş ve acentelere gönderilmiştir, 261 anket geri dönmüştür. Çalışmada kullanılan ölçekte yer alan 22 önerme "Heveslilik", "Empati", "Güvenilirlik", "Güven" ve "Somut Özellikler" boyutları altında ele alınmıştır. Yapılan analizler sonucunda katılımcıların %70'inin üniversite eğitimine sahip olduğu, %65'inin sigortacılıkla ilgili eğitim aldığı tespit edilmiştir. Katılımcıların %90'ı günlük 8-10 saat aralığında çalışmaktadır. Katılımcıların genel anlamda tüm hizmet kalitesi boyutlarına katılımı yüksek olmakla beraber en fazla katılımı heveslilik boyutuna göstermişlerdir.Anahtar Kelimeler: Hizmet Kalitesi, Servqual, Sigortacılık Sektörü, Hizmet Endüstrisi, Verimlilik. AbstractThe concept of quality in the service industry is very difficult to define and measure according to other sectors. Some methods have been developed to measure service quality in practice. This study was conducted to measure the total quality of service in the insurance sector. SERVQUAL scale, which has international validity, was used to determine the quality of service in the study. The scale was created in an online environment and sent to the agency via insurance companies. 261 surveys have returned in the process. The 22 different propositions in the scale used in the study were discussed under "Enthusiasm", "empathy", "reliability", "trust" and "concrete features" dimensions. As a result of the analyses, 70% of the participants had university education and 65% had insurance training. 90% of the participants work in 8-10 hours per day. Participants' participation in all aspects of quality of service in general is high, but they have shown the greatest amount of participation in the dimension of enthusiasm.

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Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model

Cited by 503 publications

References 8 publications

The relationship between internal and external service quality

The relationship between internal and external service quality

Rural Tourism – Evaluating the Quality of Destination

Hi̇zmet Kali̇tesi̇ni̇n Ölçülmesi̇: Si̇gortacilik Sektöründe Uygulamali Bi̇r Araştirma

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