Developing the Models of Service Quality Gaps: A Critical Discussion

Shahin, Arash; Samea, Monireh

doi:10.5296/bms.v1i1.395

Cited by 70 publications

(50 citation statements)

References 36 publications

(40 reference statements)

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“…Hotel services are considered as one of the most important and high customer contact services in the tourism industry (Shahin & Samea, 2010). Service quality management and improvement are the most critical factors in today's hotels' business.…”

Section: Introductionmentioning

confidence: 99%

The Role of Information Quality on the Performance of Hotel Industry in Kenya

Makau

Lagat

Bonuke

2017

ESJ

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In recent years there have been various studies investigating factors that influence hotel performance in Kenya mostly in coastal region. These studies have analyzed the drivers and factors influencing performance focusing at reasons why some hotels perform outstandingly while other do not. This study focused on how information quality affects the hotel performance. Resource base View theory was used in formulating the study framework. The study adopted a survey design which allowed easy sampling and analysis of data. The Target population was employees of 3 to 5 star rated hotels as classified by Hotel and Restaurants Authority (HRA) as its responses, with a sample of 324 from a population of 9,208 employees. SPSS software was used in analyzing and interpreting data that was collected. The sampling technique used was stratified random sampling. Primary data was collected by use of structured questionnaire instrument and a pilot study was conducted to check for the reliability and validity of the research instruments which were administered through drop and pick method. The results showed that firms need to align their supply chain practices with the level of their information quality in order to achieve enhanced overall business performance. Based on these study findings the researcher concluded that Information Quality has a significantly influenced on hotel Performance to very a great extent. In order for hotel managers to sustain their customer and retain the customer base , there is need to take into consideration on the quality and security of information they make available to their customers as well as their potential customers in order to make right decision e.g. on purchase, price, accommodation, service reservations among other services offered in hotels.

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Section: Introductionmentioning

confidence: 99%

The Role of Information Quality on the Performance of Hotel Industry in Kenya

Makau

Lagat

Bonuke

2017

ESJ

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“…It could be conceptualized as an overall assessment of service received by a consumer and viewed as the discrepancy between a consumer's perception and expectation in terms of degree and direction [15]. Given the importance of service quality, researchers have developed method to measure service quality using SERVQUAL [16] and RSQS [17] methods.…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

Luximon¹,

Chan²

2017

JTEFT

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Fast Fashion the production highly fashionable and affordable items under uncertain demand and short lead time, has become a global industrial trend in recent decade. With the increasing popularity, competition among fast fashion retailers has been focused on improving design, price and service quality in order to differentiate themselves from their competitors. Understanding and improving service quality, which has a direct interaction with customers, is crucial especially in cities with a blend of different cultures. This study draws attention on how cultural values are affecting customers' service quality expectations in Hong Kong fast fashion retailing. This study considered 283 cultural-diversified respondents with previous shopping experience in Hong Kong fast fashion stores. With a service quality measurement tool specified for Hong Kong fast fashion retailing situation, this study confirmed the significance of cultural perspectives in shaping customers' service quality.

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“…The proper theoretical basis for public service delivery system is the model of perception gaps which indicate significant gaps occurring between expectations and the actual situation. The gap which is the most important and the most difficult to diagnose is the difference between the service expected and perceived [24][25][26][27][28][29][30][31][32]. The occurrence of these discrepancies is related to the irrationality of the system of public services.…”

Section: The Hypothesis Of Rational Expectations and Interpersonal Comentioning

confidence: 99%

Prosumption in the Public Administration Sector

Jakimowicz

Rzeczkowski

2016

Acta Phys. Pol. A

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The aim of this article is to examine the possibility of implementing the rules of prosumption in the public administration sector in Poland. The level of development of the Polish e-Government system is far from satisfactory, taking into consideration comparatively narrow (regarding both type and range) set of public services provided on-line. A comprehensive method of public administration sector evaluation has not been worked out yet on the level of communes, though it is very useful because of the greatest innovative potential which has not been used so far. An assessment of a relatively deteriorating indicator of innovation in the public administration sector in Poland is impossible without going to the local level and analysing the situation in certain voivodeships, especially in the communes which are the main units of the local government. Prosumption is the main idea of a new economic school called wikinomics, it means blurring the difference between the producer or a service provider and the customer by including the latter to the processes of production of goods or supplying services. According to the article, prosumption in the public administration sector can be used in two ways. Firstly, it should be known to what extent internet sites of commune offices can be transformed into social innovative platforms which could show natural creativity of customers. Secondly, it is important to determine whether the main principles of prosumption, such as getting rid of control, peering and sharing the results, can be used in practical work of commune offices. This article is focused on the research of web pages issued by the local authorities. The possibility to use web pages as platforms to provide public service on-line is evaluated. Besides, the correspondence analysis was introduced, which helped to identify the innovative potential in the public administration sector and evaluate it paying special attention to the processes of prosumption. A rational expectations hypothesis allowed to explain the process of the appearance of systematic errors in interaction between a citizen and an official. It appeared that systematic errors result in perception gaps. Prosumption is the most successful mechanism for reduction of perception gaps.

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Developing the Models of Service Quality Gaps: A Critical Discussion

Cited by 70 publications

References 36 publications

The Role of Information Quality on the Performance of Hotel Industry in Kenya

The Role of Information Quality on the Performance of Hotel Industry in Kenya

Service Quality Expectation and Cultural Diversity in Fast Fashion Retailing

Prosumption in the Public Administration Sector

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