Service Delivery Quality Improvement Models: A Review

Fukey, Leena; Issac, Surya Sarah; Balasubramanian, Kandappan; Jaykumar, V.

doi:10.1016/j.sbspro.2014.07.304

Cited by 11 publications

(11 citation statements)

References 9 publications

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“…The service process must be appropriately designed to ensure the availability of service, consistency in quality, ease, and convenience to the customers (Purcărea, Gheorghe, & Petrescu, 2013; Zeithaml et al, 2006). Sound process management must be designed to balance demand and supply during peak hours (Fukey, Issac, Balasubramanian, & Jaykumar, 2014; Sheorey, Joshi, & Kulkarni, 2014). Before service consumption, prospects have little to no experience with how they will be served.…”

Section: Literature Reviewmentioning

confidence: 99%

Banking service in Bangladesh: The impact of service marketing mix on purchase intention of university students

et al. 2020

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Banking plays a vital role in the financial life of an industry, and the significance of banks can be realized from the fact that they are measured as to be the life-blood of the modern economy. The Banking industry is considered as the mirror of any country. Banks are especially crucial for developing economies like Bangladesh, which has 57 listed banks. Due to increased competition, banks are trying to grab a new and growing market segment like the students' segment. So, there is a gap to explore student's purchase intention toward banking service as the intention is one of the critical predictors of behavior. Banks utilize service marketing strategies, a key concept of service marketing, to retain existing customers, and attract new ones. Therefore, this paper addressed the impact of a service marketing mix on the purchase intention of banking service among university students in Dhaka city, the capital of Bangladesh. The results should enable marketers to detect the most critical and significant drivers affecting the purchase intention of university students. All the elements of the service marketing mix except place, promotion, and physical evidence were significantly related to purchasing intention. It has implications for bank service marketers regarding the practical design of mix strategy of service marketing for student segments. K E Y W O R D SBangladesh, banking service, purchase intention, service marketing mix, university students

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Section: Literature Reviewmentioning

confidence: 99%

Banking service in Bangladesh: The impact of service marketing mix on purchase intention of university students

et al. 2020

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“…The model analyzes the customer's perception based on the satisfaction evaluation (expected) in the final delivery of the service offered by the company. These expectations and consumer needs are measured through an instrument that includes 22 items (Cronin & Taylor, 1992;Fukey, Issac, Balasubramanian, & Jaykumar, 2014;Oliver, 2014). This model was developed by experts from the North American school (Parasuraman, Zeithaml, & Berry, 1988;Parasuraman et al, 1998).…”

Section: Quality Of Service In Organizationsmentioning

confidence: 99%

“…In the literature, there is a record of a large number of empirical and conceptual studies to measure business reputation. For our study, we have considered the theory of the marketing of services and the valuation of the consumer regarding the perception that it has on the reputation of the business; this is an output of the perceived quality of the service and of the appreciation of the business image (Fukey et al, 2014;Kiran, 2016;Wallin Andreassenweight & Lindestad, 1998). In the questionnaire review that was conducted, consumers of the franchise-type restaurants were asked to answer the questions that rate the level of perception of this variable.…”

Section: Measurement Of the Variablesmentioning

confidence: 99%

The Quality of the Service, Superior Value Generator in the Restaurant Sector

Valdez-Juárez¹,

Beltramino²,

Limón-Ulloa³

et al. 2019

IJMS

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The purpose of this study is to analyze the effects of quality service on the image and the reputation obtained in restaurants. We also analyze the effect that the business image has on the reputation of restaurants. Finally, we want to discover the mediation effect of the image between the quality service and the reputation of the restaurants. This research is based on a sample of 202 consumers of five restaurants (franchise type) in the city of Guaymas Sonora, Mexico. The data collection was conducted during the months of March to June 2016. The estimates of the relationships (hypothesis) have been tested through the System of Structural Equations based on the variance with the Partial Least Squares technique. The results show that quality in the service has a strong influence on the image of restaurants. In addition, we found that the image of the business significantly influences the reputation of restaurants. However, the service quality does not have significant effects on business reputation. We have also found that the business image is a variable that contributes to a greater significant effect between business reputation and service quality. Research contributes to the development of the literature on consumer behavior and service marketing.

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“…[20] argue that the delivery of customer-oriented services can solve problems to understand the complex human needs. Understanding customer needs and requirements can be improved through the quality of service delivery [5] and it will be one of the key factors to be successful [10]. [10] in his study has suggested that the homestay program should focus on the customer service aspect in future.…”

Section: Introductionmentioning

confidence: 99%

Critical Elements of Customer Service Among Homestay Operator to Improve the Quality of Homestay Program in Malaysia

Mutalib*,

Razzaq,

Hassan

et al. 2019

IJITEE

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Homestay program is a service industry; from people to people through people. It is aimed to increase the economic income of rural areas. However, the level of homestay program competitiveness is still low due to many studies reported about the quality of service offered by the homestay operator was not at the satisfactory level. Hence, the customer’s satisfaction is very important in order to make the homestay program become successful and improve the rural area economic income. There are many studies on the service quality in the homestay sector in Malaysia but not much research focusing on service delivery which also emphasizes the quality and customer satisfaction aspect. This study is to identify the critical elements that can improve the quality of customer service in Malaysian homestay program. Therefore, this study will measure the interrater reliability of each element which the researcher has gathered from qualitative method on previous study. Fleiss’ kappa statistical method will be used to measure the four constructs of customer service; human relation, skill, knowledge and attitude. This method will measure the nine experts’ consensus and verify the critical elements of customer service in homestay program in Malaysia. The findings of this study show that from 71 elements of four constructs only one element was disagreed by two experts. In conclusions, all the experts agreed with four constructs as they believed that the constructs will improve the quality of customer service. These constructs and elements may be the guidance for the homestay operator in Malaysia in order to improve the customer service quality and foster the competitiveness of the homestay in Malaysia.

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Service Delivery Quality Improvement Models: A Review

Cited by 11 publications

References 9 publications

Banking service in Bangladesh: The impact of service marketing mix on purchase intention of university students

Banking service in Bangladesh: The impact of service marketing mix on purchase intention of university students

The Quality of the Service, Superior Value Generator in the Restaurant Sector

Critical Elements of Customer Service Among Homestay Operator to Improve the Quality of Homestay Program in Malaysia

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