Service improvements in public services using SERVQUAL

Brysland, Alexandria; Curry, Adrienne

doi:10.1108/09604520110410601

Cited by 162 publications

(170 citation statements)

References 15 publications

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“…Functional quality had 5 items with 22 scores [5][6][7][8] and Technical quality had 8 scores [9]: H1a: reliability (IVA): When hospital promises to do something by a certain time, they do it (A1). Hospital/staff have notification to avoid mistakes (A2).…”

Section: Methodsmentioning

confidence: 99%

“…In the following, the application of SERVQUAL approach is more specified with example in a catering hospital [6][7][8]. In addition, we refer to the John E. Ware model to measure for technical quality of healthcare (Questionnaire items refer to eight dimension are: Ability, accuracy, experience, throughness, and training of providers as well as the extent to which they pay attention to details, avoid mistakes, give good examinations, and clearly explain what is expected of their patients) [9].…”

Section: Introductionmentioning

confidence: 99%

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Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

S¹,

A²,

T³

2017

J Hosp Med Manage

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Objective: Measuring healthcare quality of the big public hospital in developing countries by the functional quality by servequal instruments and technical quality of healthcare by eight dimensions Subject and Method: The study obtained feedback from patients, measure consumers' perceptions of healthcare quality in both functional and technical quality including, using the SERVQUAL instrument with five generic dimensions (the original 22 item instruments) for functional quality to combination with the 8 dimensions for technical quality for General clinic department at Bachmai Hospital in Vietnam country. The study refers to the period from December 2013 to Jan 2014. Result:Altogether 550 persons were interviewed and 513 patients were identified by stratified random sampling. Most outpatients whose length of stay in general clinic department in the Bachmai hospital. Measuring healthcare quality by functional and technical quality. The functional quality by SERQUAL instrument with 5 items (22 score) and Technical quality item (8 score). Servqual instrument had 5 items are the "Tangible", "Reliability", "Responsiveness", "Assurance", "Empathy" including and Technical quality item's Technical Quality; There items have highly patient satisfaction (PS) mean are 3.9196 ± 0.59615, 3.8104 ± 0.73355, 3.9532 ± 0.67188, 3.8998 ± 0.58325, 3.9513 ± 0.61043, 3.9671 ± 0.59481, respectively, and Cronbach alpha for the first construct of public are 0. 824, 0.869, 0.860, 0.808, 0.847, and 0.927, respectively. After performing factor analysis, we have four elements are drawn: Factor 1 (Responsiveness) with 8 variables, factor 2 (Reliability) with 6 variables, factor 3 (Tangible) with 5 variables, factor 4 (Technical quality) with 8 variables with highly Corrected Item-Total Correlation of PS and reliability coefficient. Conclusion:Adjusted research model for the public hospital have four construct from levels of customer satisfaction about service quality is influenced by the SERVQUAL (3 items are responsivenes, reliability and tangibles with 19 scores) and Technical Quality instrument (8 scores) with total of 27 scores. The model provides feedback on the quality of a public hospital experience from the adult outpatient's perspective at the developing nation as Vietnam country.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

S¹,

A²,

T³

2017

J Hosp Med Manage

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“…They include these factors in SERVQUAL which is a measurement instrument for measuring the quality in services (Parasuraman, et al, 1988). Based on the tests done on these five dimensions of SERVQUAL in many industries indicate that they are reliable and valid (Brysland & Curry, 2001;Kassim & Abdullah, 2010;Lee, Kim, & Ahn, 2011;Naik, Krishna, & Gantasala, 2010;Sohail, 2003;Sohail & Shaikh, 2004).…”

Section: Concept Of Service Qualitymentioning

confidence: 99%

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.The study used self-administered questionnaires to test the proposed model and data collected from 460 questionnaires were analysed. The questionnaires were distributed at various private universities and colleges in Malaysia based on convenience sampling. The results of this study are in accordance with prior studies in this field as SERVQUAL factors do influence the level of customers' satisfaction in the service industry. This study shows that the level of students overall satisfaction is mostly affected by tangibility. This finding indicates that the physical facility on the campus plays a major role in satisfying the students. The results also show that tangibility has the highest influence (directly and indirectly) on the students' intention to continue to a higher level of studies and/or spreading good word of mouth about the institution to their friends and the society. However, to generalize the results of this study, consideration should be made to the limitation of the number of the private institutions where the samples are collected. It is suggested that for further study, more samples should be taken from a larger number of institutions.

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“…Bunun için ise Likert Ölçeği kullanılmaktadır. Brysland and Curry (2001), çalışmasında SERVQUAL ölçeğinin kamu sektöründe açıkça kullanılabileceğini ortaya koymuştur. Bahse konu çalışmanın sonuçları ışığında, bu çalışmada da bir kamu sektörü olan ve güvenlik hizmeti sunan Emniyet Teşkilatı'nın sunmuş olduğu hizmetlerdeki algıyı gözlemleyebilmek için SERVQUAL ölçeği kullanılmıştır.…”

Section: Yöntemunclassified

“…Kamu hizmetlerindeki performans hedeflerinin belirsiz olması, deneyim eksikliği, terfi gibi nedenlerden ötürü kamu sektöründeki hizmet kalitesinin belirlenmesi mümkün olamamaktadır (Brysland, 2001). Ayrıca, kamu sektöründeki vizyon eksikliği ve kısa dönemli hedeflere odaklanma da hizmet kalitesini olumsuz yönde etkileyen unsurlardandır (Hashim vd., 2011).…”

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Poli̇si̇n Sunduğu Hi̇zmetleri̇n Vatandaştaki̇ Algisinin Ölçülmesi̇

Sever¹

2015

EJOVOC : Electronic Journal of Vocational Colleges

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ÖZETŞiddetli rekabet altında olan organizasyonlar, değişen ve gelişen koşullar karşısında varlıklarını sürdürebilmek için hem üretim süreçlerinde hem de satış sonrası faaliyetlerinde değişime yönelmektedir. Hizmet sektörü bu değişim süreci içerisinde gelişme ve büyüme eğilimdedir. Bu çalışma ile, güvenlik hizmetlerindeki algılanan hizmet kalitesi ve müşteri memnuniyetini derinlemesine anlamada yararlı olacağı düşünülerek, polis hizmetlerinin kalitesine ilişkin müşteri algılarının, müşteri memnuniyeti üzerindeki etkisi incelenmeye çalışılmıştır.Anahtar Kelimeler: Polise karşı tutumlar, vatandaş memnuniyeti, polis performansı. THE MEASUREMENT OF CITIZEN PERCEPTIONS OF POLICE SERVICES ABSTRACTOrganizations, operating under severe competetion, search for new practices both production process and after-sales services to adapt to spinning and evolving conditions. These changes also affect the service industry, which experiences a developing and increasing trend. In this study, in order to understand thoroughly the relation between perceived service quality in security services and customer satisfaction; the effects of service quality perceptions of sercurity services on customer satisfaction are examined.

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Service improvements in public services using SERVQUAL

Cited by 162 publications

References 15 publications

Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

Measuring Healthcare Quality in Big Public Hospital in Vietnam Country

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Poli̇si̇n Sunduğu Hi̇zmetleri̇n Vatandaştaki̇ Algisinin Ölçülmesi̇

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