Measuring Service Quality in Hospitals: Scale Development and Managerial Applications

Measuring service quality of banks: Scale development and validation

“…Because many of the questions in existing instruments (notably SERVQUAL batteries) intended to be applied across situations/services just do not apply in a specific context and force researchers to drastically alter the items (Babakus and Boller, 1992;Babakus and Mangold, 1992;Carman, 1990;McAlexander et al, 1994). However, as Shemwell and Yavas (1999) cogently argue, the more specific the scale items are in a service quality instrument and the more applicable they are to a manager's own contextual circumstance, the better s/he will be able to use the information. Thus, instead of taking an existing instrument and trying to fit it to the context, a better approach is to develop an instrument specifically for the focal service.…”

“…First, as noted by Babakus and Boller (1992), there is a need to develop industry-specific measures of service quality. This is particularly important from a managerial perspective (Shemwell and Yavas, 1999). Because many of the questions in existing instruments (notably SERVQUAL batteries) intended to be applied across situations/services just do not apply in a specific context and force researchers to drastically alter the items (Babakus and Boller, 1992;Babakus and Mangold, 1992;Carman, 1990;McAlexander et al, 1994).…”

Development and validation of an instrument to measure user perceived service quality of information presenting Web portals

“…Similarly, the end-user computing satisfaction model developed by Doll and Torkzadeh [17,18,22] also emphasized three determinants of user satisfaction: content, accuracy, and timeliness. The dimensions suggested in these two studies and others [2,4,7,26,30,47] could be classified into usefulness of content and adequacy of information.…”

“…For example, dimensions such as fulfillment/reliability, ease of use, and security/privacy are important for Web sites that market products which require physical delivery [42,44]. For Web sites providing digital products or services, factors like information quality, search capacity, and information reliability are relevant [2,30,39,40,47]. A global measure of Web site service quality, therefore, is difficult to develop and is likely to suffer from the same criticisms confronting the SERVQUAL scale (the global measure of service quality) being industry or context dependent.…”

Passengers’ Perceived Service Quality of City Buses in Taipei: Scale Development and Measurement

“…In addition to the work of Parasuraman et al, some investigators have investigated the steps and procedures for scale development, and some have focused on statistical analysis (Bienstock et al, 1997;Mentzer et al, 1999;Shemwell and Yavas, 1999). Smith (1999) thinks that when adopting Churchill's paradigm, there are shortcomings in specifying the domain of the construct and, as a result, important criteria may be deleted.…”