Service quality in a cellular telecommunications company: a South African experience

Wal, R.W.E. van der; Pampallis, A.; Bond, Christopher

doi:10.1108/09604520210442119

Cited by 107 publications

(59 citation statements)

References 13 publications

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“…Even the limited application of the SERVQUAL model in healthcare research has enabled health organizations to improve service quality (Van Der Wal et al, 2002). In two studies that examined the effectiveness of service quality and customer satisfaction, Curry and Sinclair (2002) and Boshoff and Gray (2004) respectively report that the SERVQUAL model was also successful in determining customer loyalty.…”

Section: Perceived Service Qualitymentioning

confidence: 99%

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

et al. 2017

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interests are in the area of financial services marketing and have included segmentation of financial services consumers, loyalty, relationships and retention, having written a number of articles on these subjects as well as a book Financial Services Marketing. Her current research projects include pension purchasing, employee benefits and pensions and the Internet. ABSTRACTThis paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers' servicequality perception and service-continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers' behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on servicequality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, Standard Multiple Regression, and Logistic Regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention.

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Section: Perceived Service Qualitymentioning

confidence: 99%

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

et al. 2017

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“…5) Empathy: the level of caring and individualized attention that the firm provides to its customers. SERVQUAL has been used to measure service quality in a wide range of service industries, which included; Health care sector (Carman, 1990;Headley & Miller, 1993); Fast food (Lee & Ulgado, 1997); Banking (Lam, 2002), telecommunications (Wal, Pampallis, & Bond, 2002); Information systems (Jiang, Klein, & Crampton, 2000) and retail chain (Parasuraman, Zeithaml, & Berry, 1994). Despite, the widespread use of the SERVQUAL to measure service quality, several applications of the scale in different service settings have shown that the type and number of dimensions actually varies, depending on the service under investigation (Akbaba, 2006;Ladhari, 2009).…”

Section: Perceived Service Qualitymentioning

confidence: 99%

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

Kawachart¹,

Panichpathom²,

Sriboonjit³

et al. 2013

Proceedings of the 20th Annual European Real Estate Society Conference - Vienna, Austria

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Last but not least, I would like to thank my beloved parents Temdoung Pakornrakpan and Arayah Kawachart, for giving birth to me at the first place and supporting me spiritually throughout my life. Structured Abstract:Purpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context. Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok within six months. The housekeeping-service quality was measured using four LQI dimensions of Tangibility, Reliability, Responsiveness and Communication as a predictor toward customer satisfaction. Hypothesizing these four dimensions has direct effect on the customer satisfaction in housekeeping services. Data are examined by using exploratory factor analysis and multiple regression analysis.Findings -The resulted indicated that two out of four original constructs had direct effects on customer satisfaction. However, this study found two new constructs, which are Understanding and Competency that had direct effect on customer satisfaction. The final model consisted of four constructs, namely Reliability, Responsiveness, Understanding, and Competency which had an influence on customer satisfaction directly. The final model has relatively good explanatory power with R² = 40.6%. The Competency was the most significant in the final model.Implications -The hotel managers of luxury class hotels should recognize the important of "Competency" and "Understanding" in performing the housekeeping services in order to enhance customer satisfaction by training the housekeeping to work efficiently and have friendly manner and effort to anticipating customer's need.Originality/value -This study particularly identified the important factors of housekeeping-services quality, which helped the hotelier to improve the housekeeping services in the right point, thus this helps minimizing cost and time investment. This paper is one of rare study that attentively focused on the context of housekeeping services that has not been developed or operationalized. Type footer information hereType header information here Keywords: Housekeeping, Hotel Service Quality, Lodging Quality Index, Customer satisfaction, Luxury Hotel, LQI AbstractPurpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context.Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok wit...

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“…On the basis of this methodology, several quality assessment mechanisms have been developed and obtained good acceptance levels in different sectors: education [6], banking [7] [8], telecommunications [9], health care [10] [11], public services [12] [13], professional services [14], retail [15], transport and delivery [16], finance [17], tourism and hotels [18], digital libraries [19], web services [20] and military and medical air transport [21].…”

Section: Introductionmentioning

confidence: 99%

SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective

Cid-López

Hornos

Carrasco

et al. 2015

Applied Soft Computing

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Service quality in a cellular telecommunications company: a South African experience

Cited by 107 publications

References 13 publications

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective

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