Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

Pantouvakis, Angelos; Chlomoudıs, Constantınos; Dimas, Athanassios A.

doi:10.1080/03088830802352095

Cited by 40 publications

(27 citation statements)

References 53 publications

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“…Santos [3] described service quality as perception of users in the evaluation of a system based on their experience in it uses for a particular period of time. Recently, Pantouvakis et al [23] proposed the scale of five key variables such as tangible, reliability, assurance, responsiveness and empathy in the context of online book trade. Furthermore, the empirically tested Serviqual model by Parasuraman [4] and Zeithamal et al [24] examined the multidimensional items scale with fundamental service quality aspect of five dimension which is applied and used in this paper.…”

Section: Literaturementioning

confidence: 99%

“…The items were measured with the expectation of the self-employed taxpayers to the tax authority to evaluate the quality of the service provided. The evaluation of the items was adapt and modified to the tax service quality context [23]. Santos [3] described service quality as perception of users in the evaluation of a system based on their experience in it uses for a particular period of time.…”

Section: Literaturementioning

confidence: 99%

See 1 more Smart Citation

Reengineering Tax Service Quality Using a Second Order Confirmatory Factor Analysis for Self-Employed Taxpayers

Normala¹,

Obid²,

Mustapha³

2014

IJTEF

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Abstract-Reengineering tax service quality using second order confirmatory factor analysis, namely, responsiveness, reliability, in formativeness, assurance and usability is viewed as an enabler of tax administration effectiveness in collecting government revenues. This paper examined the psychometric properties of tax service quality items for tax administration effectiveness on the self-employed taxpayers. A total of 181 received and usable data was collected and analyzed. The findings shows the goodness fit indices are adequate with the model fit indices showing the chi-square value of 215.334, DF =146, p-value = 0.000, normed chi-square CMINDF) =1.475, CFI =0.967 and RMSEA = 0.051. In other words, the findings show that the factors help the tax administrator for providing effective tax system. Index Terms-Tax service quality, second-order CFA factor, Bayesian and self-employed taxpayers.

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Section: Literaturementioning

confidence: 99%

Section: Literaturementioning

confidence: 99%

Reengineering Tax Service Quality Using a Second Order Confirmatory Factor Analysis for Self-Employed Taxpayers

Normala¹,

Obid²,

Mustapha³

2014

IJTEF

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“…The clients are becoming less loyal to one business entity and are looking for new business entities which are able to better satisfy their needs. Yan Yeung et al (2006) have argued that, nowadays, the practice of outsourcing the logistics services to third parties is continuously increasing; therefore, it is particularly important for the third parties to deliver these services properly (Lee 2005;Kang 2006;Seth et al 2006;Donnelly et al 2006;Ismail et al 2006;Pantouvakis 2008;Lonial et al 2010;Kersten, Koch 2010;Juga et al 2010;Rodrigues et al 2011;Banomyong 2011).…”

Section: Introductionmentioning

confidence: 99%

Logistics Cooperation: Integrated Logistics Services

Meidutė

Litvinenko

Aranskis

2012

Business: Theory and Practice

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Abstract. High quality service delivery is one of the key factors to survive in the market. It is highly important to meet the needs of the client since business survival depends on the client's use of business services. In recent years, the requirements of customers for the companies providing logistics services, known as third party logistics (3 PL), are continuously rising. It is obvious that the clients, insisting on the total complex of logistics services, expect additional services which would enable them to compete in the market on more favourable terms. The present article is aimed at analysing theoretical and practical aspects of third party logistics and suggesting the integrated logistics services model based on the Lithuanian example.Keywords: logistics; third party logistics; logistics cooperation; service; sector; integrated; company. Įteikta 2012-05-10; priimta 2012-09-10 Santrauka. Aukštos kokybės paslaugų teikimas -vienas pagrindinių veiksnių, skatinančių išlikti rinkoje. Kadangi verslo išlikimas priklauso nuo to, ar klientas naudojasi verslo paslaugomis, svarbu suteikti klientui tai, ko jis nori. Kuo toliau, tuo didesnius reikalavimus klientai kelia kompanijoms, teikiančioms logistikos paslaugas ir vadinamoms trečiosios šalies paslaugų teikėjomis (3 PL). Tai natūralu, nes klientai, reikalaudami viso logistikos paslaugų komplekso, tikisi papildomų paslaugų, kurios sudarytų jiems galimybę ir palankesnes sąlygas konkuruoti rinkoje. Šiame straipsnyje keliamas tikslas -išanalizuoti teorinius ir praktinius trečiosios šalies logistikos aspektus, pasiūlyti kompleksinių logistikos paslaugų modelį, kuris būtų sudarytas remiantis Lietuvos pavyzdžiu.Reikšminiai žodžiai: logistika, trečiosios šalies logistika, logistinis bendradarbiavimas, paslauga, sektorius, kompleksinis, kompanija.

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“…An alternative approach is to evaluate the quality and safety level through criteria that cover the full range of stakeholder views (e.g. [8][9][10][11][12][13][14][15][16][17][18][19]). Indeed, quality and safety management is then focused on a number of "carefully" chosen measurements that are aligned with its mission and strategies, and they may provide an indicative picture of quality and safety levels [20].…”

Section: Introductionmentioning

confidence: 99%

“…[11][12][13][14]), the SERVQ-UAL model (e.g. [9][10][11][12][13][14][15][16][17]). Indeed, the SERVQUAL approach defines service quality as the difference between port users' expectations and perceptions.…”

Section: Introductionmentioning

confidence: 99%

Quality and safety systems for the port industry: empirical evidence for the main Greek ports

Chlomoudıs

Κωσταγιόλας

Lampridis

2011

Eur. Transp. Res. Rev.

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Purpose Quality is a complex and subjective concept, incorporating at any given time the true (expressed and implied) needs of all those involved. Over the last two decades, safety and security are becoming increasingly important to the extent that they may be considered to be synonymous or entirely integrated to quality. The aim of this paper is twofold a. to investigate contemporary issues for quality and safety/security systems integration within port industry and b. to empirically assess the penetration of quality and safety international standards in the major Greek ports. Methods A review of the literature is conducted and the results of a survey conducted based on semi-structured interviews to the top management of 10 out of the 12 Greek major ports are presented. Results The qualitative analysis provide evidence for the interrelation and integration of quality and safety/security standards; while the survey exhibit the benefits, the motives and the shortcomings of the quality and safety certification in the major Greek ports.Conclusions Integration of quality and safety management systems in ports has several advantages. The survey indicated that safety and environmental issues are a priority for most major Greek ports; while a growing interest on ISO 9001 certification is evident.

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Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

Cited by 40 publications

References 53 publications

Reengineering Tax Service Quality Using a Second Order Confirmatory Factor Analysis for Self-Employed Taxpayers

Reengineering Tax Service Quality Using a Second Order Confirmatory Factor Analysis for Self-Employed Taxpayers

Logistics Cooperation: Integrated Logistics Services

Quality and safety systems for the port industry: empirical evidence for the main Greek ports

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