Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0

Tumsekcali, Ecem; Ayyıldız, Ertuğrul; Gümüş, Alev Taşkın

doi:10.1016/j.eswa.2021.115757

Cited by 93 publications

(61 citation statements)

References 72 publications

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“…Utilizing Rasch analysis, their result presented that the developed framework and constructs were easily understood and evaluated by the respondents. In Turkey, Tumsekcali et al (2021) considered extending the SERVQUAL model to evaluate customer satisfaction. Their proposed SERVQUAL 4.0 model was acceptable and could present as a developed framework for service quality evaluation.…”

Section: Introductionmentioning

confidence: 99%

Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

et al. 2022

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The implementation of lockdown due to the COVID-19 pandemic has affected most businesses worldwide. The transportation business, specifically in the Philippines, has been heavily affected since only the healthcare and essential workers were allowed to leave their homes during the early stage of the pandemic. This paper aimed to explore the service quality of Public Utility Vehicles (PUV) in the Philippines during the COVID-19 pandemic utilizing the SERVQUAL dimensions. A total of 564 participants answered an online questionnaire using the convenience sampling approach, consisting of 58 questions. Structural equation modelling (SEM) was applied to derive the causal relationships between SERVQUAL dimensions, COVID-19 safety protocol, and customer satisfaction simultaneously. Out of the six dimensions, the SEM indicated that COVID-19 protocols, tangibility, and assurance variables were found to significantly affect PUV service quality and thus, customer satisfaction. This study is one of the first complete studies that analyzed the PUV service quality during the COVID-19 pandemic. The findings could provide the government with an evaluation of the compliance of PUVs to the imposed COVID-19 protocols. Furthermore, the framework of this study could also be applied and extended in evaluating PUV worldwide.

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Section: Introductionmentioning

confidence: 99%

Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

et al. 2022

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“…Service quality is a concept that has generated considerable interest and debate in the research literature due to the difficulties in both defining and measuring it, and there is no consensus on any of these issues (Jun and Palacios 2016;Awasthi et al 2011;Lizarelli et al 2021;Tumsekcali et al 2021). The SERVQUAL model is one of the most influential service quality measurement instruments, which is still used in many applications and developments of the service quality fields (Ijadi Maghsoodi et al 2019).…”

Section: Methodsmentioning

confidence: 99%

“…While the five dimensions of SERVQUAL have become popular and widely used, this framework has also received many theoretical and practical criticisms. Several authors have recently tried to modify the classical model by adding new dimensions (Zouari and Abdelhedi 2021;Carrasco et al 2012;Tumsekcali et al 2021;Lizarelli et al 2021). We use SERVQUAL to confirm that the classical five dimensions show a statistical relationship with customer satisfaction in the new digital age.…”

Section: Introductionmentioning

confidence: 93%

“…Although their outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively average sample size in one country (Tunisia). Tumsekcali et al (2021) extended the SERVQUAL model with two new criteria related to Industry 4.0 and the pandemic to understand and evaluate the service quality of public transport systems. Awasthi et al (2011) presented a hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating the service quality of urban transportation systems.…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

“…Responsiveness 1: Digital banking provides quick confirmation of the service ordered. (Toor et al 2016;Jun and Palacios 2016;Rijwani et al 2017;Tharanikaran et al 2017;Tumsekcali et al 2021) Responsiveness 2: Digital banking can handle customer complaints directly and immediately.…”

Section: Dimensions Sourcementioning

confidence: 99%

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Digital Banking in Northern India: The Risks on Customer Satisfaction

Kaur

Sood

Grima

et al. 2021

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The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

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Creating a Common Priority Vector in Picture Fuzzy Analytic Hierarchy Process: An Application for a Public Transport Development Decision

Duleba,

Gündoğdu

2023

Studies in Fuzziness and Soft Computing

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Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0

Cited by 93 publications

References 72 publications

Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

Digital Banking in Northern India: The Risks on Customer Satisfaction

Creating a Common Priority Vector in Picture Fuzzy Analytic Hierarchy Process: An Application for a Public Transport Development Decision

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