A PASport to Service Quality

Part 1 of this article discussed the current service quality environment in which academic libraries find themselves operating, and the challenge for staff performance assessment as an integral element of maintaining and improving effective service quality levels. As referenced in Part 1, Millson-Martula and Menon in a 1999 article in College and Research Libraries suggest that no effort to enhance customer satisfaction will succeed unless students and faculty are convinced that library staff, as service providers, care about the quality of service they provide and the manner in which they do it. However, library staff will not demonstrate a high degree of commitment and caring unless they believe that library management cares about the staff as well. Simply put, customer satisfaction equals employee satisfaction. [Millson-Martula and Menon, p.46]. It is difficult to separate employee satisfaction from appropriate performance assessment. But this performance appraisal must be found in the context of a larger effort which includes staff interpersonal understanding (connection), service evaluation, personal and professional development opportunities, and appropriate recognition. Without those, performance assessment alone could appear to be punitive. It is in this broader context that the performance assessment system, PASport, was developed at the Centennial Library

Diagnosing Service Quality in Retailing: The Case of Singapore

This paper examines the service quality perceptions of consumers towards retailers in Singapore. We applied SERVQUAL, a popular measure of service quality to a sample of 172 consumers to assess service quality perceptions, expectations and gaps in service quality. We first examined the dimensionality and reliability of this scale. Subsequently, analysis by various demographic groups revealed significant gaps in service quality; the gaps in quality were much higher for some service quality dimensions than for others. The implications of these results for Singapore retailers and retail entrepreneurs are then presented along with future research directions

Pengaruh Service Quality terhadap Affective Responses dan Dampaknya pada Behavioral Intentions (Studi pada Nasabah Kredit PT. Bank Panin, Tbk Cabang Solo)

Penelitian ini bertujuan untuk (1) Mengetahui pengaruh langsung service quality pada satisfaction, dan pengaruh tidak langsung purchase intentions. (2) Mengetahui pengaruh langsung service quality pada trust, dan pengaruh tidak langsung pada Positive Word-Of-Mouth Intentions. (3) Mengetahui pengaruh langsung satisfaction pada Positive Word-Of-Mouth Intentions dan purchase intentions. (4) Mengetahui pengaruh langsung trust pada Positive Word-Of-Mouth Intentions dan purchase intentions. Populasi dalam penelitian ini adalah seluruh nasabah kredit Bank Panin Cabang Solo. Populasi dalam penelitian ini sebanyak 1.562 nasabah. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah probability sampling. Sampel yang diambil sebanyak 150 nasabah kredit Bank Panin Cabang Solo. Hasil uji hipotesis menunjukkan bahwa (1) service quality berpengaruh negatif dan signifikan secara langsung pada satisfaction dan secara tidak langsung dengan purchase intentions. (2) service quality berpengaruh secara langsung pada trust dan berpengaruh secara tidak langsung pada Positive Word-Of-Mouth Intentions. (3) Ada pengaruh positif dan signifikan satisfaction pada Positive Word-Of-Mouth Intentions dan satisfaction berpengaruh positif dan tidak signifikan pada purchase intentions. (4) Ada pengaruh positif dan signifikan trust secara langsung pada Positive Word-Of-Mouth Intentions dan berpengaruh secara langsung pada purchase intentions

Service quality measurement in the internet context: A proposed model

The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the success and performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring customer service quality within the still-developing sector of Internet-based self-service technologies. The main objectives of this research paper are two-fold; firstly, to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies, secondly, to propose a conceptual model for service quality perceptions of Internet-based self-service technologies through identifying its key antecedents and consequences. The findings of this study will be significant for both scholars and practitioners in this area as it provides a deep understanding of the way customers evaluate services provided via self-service technologies

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

Quality-aware model-driven service engineering

Service engineering and service-oriented architecture as an integration and platform technology is a recent approach to software systems integration. Quality aspects ranging from interoperability to maintainability to performance are of central importance for the integration of heterogeneous, distributed service-based systems. Architecture models can substantially influence quality attributes of the implemented software systems. Besides the benefits of explicit architectures on maintainability and reuse, architectural constraints such as styles, reference architectures and architectural patterns can influence observable software properties such as performance. Empirical performance evaluation is a process of measuring and evaluating the performance of implemented software. We present an approach for addressing the quality of services and service-based systems at the model-level in the context of model-driven service engineering. The focus on architecture-level models is a consequence of the black-box character of services

Pengaruh Service Quality dan Service Value terhadap Customer Satisfaction Bali Tangi Spa Denpasar

Bali Tangi SPA is the best service SPA company which comes from the Bali island. The number of samples obtained by using purposive sampling method is as much as 105 respondents. Based on the analysis we can conclude that the service quality and service value simultaneously significant positive effect of this is evident from the value of F is greater than F table. service quality and service value positive and significant impact on customer satisfaction partially. This can be evidenced from the values of t greater than t table value. Service value is the variable that most affects customer satisfaction at Bali Tangi SPA Denpasar