Investigating service quality dimensions through exploratory factor analysis in a healthcare setting

The most widely accepted measurement scale for service quality is the SERVQUAL instrument. One of the criticisms leveled against the SERVQUAL scale is its inappropriateness as a generic measure for all service settings. Empirical research as to the dimensionality of service quality within a professional service environment, in particular, private healthcare, has been scanty and this study therefore aimed to extend the line of research in service quality measurement. Existing research on multi-expectations standards of consumers being in the exploratory stage in empirical investigations, another aim of this study was also to explore the use of desired and adequate expectations in service quality evaluations. In the exploratory stage of the study, a comprehensive literature review and in-depth interviews were performed to investigate into service quality issues for the private healthcare sector. A questionnaire was subsequently designed and administered to a sample of 500 respondents. A response rate of 40 % was achieved and the data were analysed using exploratory factor analysis and reliability tests. The results revealed that SERVQf!AL is not a comprehensive measure of service quality and additional dimensions such as "Core Medical Services/Professionalism/Skill and Competence" and "Information Dissemination" are important in a private healthcare setting. A new service quality instrument applicable in a private healthcare environment called PRIVHEALTHQUAL thus emerged from the study

An investigation into exhibitors' measurement of trade show effectiveness

This is an empirical study to assess whether trade show exhibitors do evaluate trade show effectiveness and what are the measures they use to do so. The hypotheses that large companies are more likely to be systematic in their use of measures for trade show evaluation was also examined. 44 Mauritian textile firms which had participated in overseas trade shows were surveyed through personal interviews. A response rate of 73 percent was achieved with 32 questionnaires being answered by managers. Findings revealed that exhibitors did evaluate trade show effectiveness but there was no relationship between the size of companies and firms’ use of measures to evaluate trade show effectiveness

An evaluation of marketing research activities among the top 50 companies in Mauritius

This paper presents the results of a study designed to examine the extent and scope of marketing research among the top 50 companies in Mauritius. Interviews with managers supported the growing view that marketing research is a useful tool which provides invaluable information for tactical decision making. However, many companies still do not recognise the full importance of patronising marketing research activities. High costs and shortage of research skills are the main obstacles limiting research. Suggestions are provided to enhance the development of marketing research in the country

Are males and elderly people more consumer ethnocentric?

This paper explores the relationship between demographic variables and consumer ethnocentrism. A sample of 204 consumers was interviewed over a two-month period through a structured questionnaire administered through personal and telephone interviews. Consumer ethnocentrism was measured by the CETSCALE and the research hypotheses were rejected for the occupation, education and income variables. Gender and age were the only two significant demographic variables that were positively related to consumer ethnocentrism. Mauritians who were more ethnocentric were the males and those in the age group 50 – 59 years old

Examining the role of institutional investors' selected variables on customer satisfaction and behavioural intentions

This paper attempts to provide an overview of customer satisfaction derived by institutional investors through the services provided by their stockbrokers in Mauritius and their behavioural intentions. In particular, this research examines the role of institutional investors’ selected variables on customer satisfaction and behavioural intentions. A sample of 46 client companies was targeted and the mail survey technique was used. 28 usable questionnaires were returned representing a response rate of 61%. It was found that the higher the investor’s expertise and experience, the higher the satisfaction with the stockbrokerage firm and the higher the behavioural intentions

Assessing the influence of switching barriers on patients' expectations and tolerance zone

Purpose – The purpose of this paper is to look at the influence of switching barriers on patients’ private general practitioner (GP) service expectations and tolerance zone. Design/methodology/approach – From 750 questionnaires distributed to a convenience sample, 257 were completed and returned, yielding a 34 per cent response rate. Findings – There was a significant association between switching barriers and what patients expected from their GPs. Switching barriers did not have a significant association with the tolerance zone. Practical implications – Private GPs can develop strategies to overcome switching barriers. For example, they can develop personal relationships with their patients, re-familiarise themselves with the patient’s medical history before the consultation and provide better services to patients who perceive high switching barriers and hence higher adequate expectations. Originality/value – This study contributes to the existing literature relating to healthcare service quality

Country of origin attitudes in a developing country and implications for investment and trade

As a consequence of globalization and free trade, the Mauritian market is now flooded with foreign products. The purpose of this paper is to investigate consumer attitudes in Mauritius towards local and foreign products against a background of increasing prevalence of foreign products with different countries of origin. Two hundred and four consumers were interviewed over a two-month period through a structured questionnaire administered through personal and telephone interviews. Attitudes towards products categorised as domestically produced and foreign produced, which was further divided into developed and developing countries foreign products were measured by seven-point Likert scales. The findings revealed that the quality, design, branding, packaging, status and esteem, and value for money associated with developed countries foreign products and price and value for money associated with developing countries foreign products were perceived to be superior to local brands. These findings have serious implications for importers of foreign products, local manufacturers and potential investors in the Mauritian market

An assessment of students' perceptions of online conferencing : the case of full-time learners

One of the technological tools used by instructors nowadays is the web-based online conference. This paper aims at providing to both academics and practitioners an insight into the perceptions of those participating in online asynchronous conferences. A survey was conducted with thirty-five full-time undergraduate students in 2003 following an online module on the 'vcamps' platform. Results from the study described in this paper highlight the need for ensuring that participants have access to a personal computer and internet, that technical support and training be provided to participants, and for the lecturer to participate actively in the forums. Students found online conferencing as an interesting pedagogical tool involving them in an active learning environment and which enabled them to express freely and openly

Males and elderly people are more consumer ethnocentric

This paper explores the relationship between demographic variables and consumer ethnocentrism. A sample of 204 consumers was interviewed over a two-month period through a structured questionnaire administered through personal and telephone interviews. Consumer ethnocentrism was measured by the CETSCALE and the research hypotheses were rejected for the occupation, education and income variables. Gender and age were the only two significant demographic variables that were positively related to consumer ethnocentrism. Mauritians who were more ethnocentric were the males and those in the age group 50 – 59 years old

Industrial trade shows a study of related activities /

Trade shows are events that bring together, in a single location, a group of suppliers who set up physical exhibits of their products and services from a given industry or discipline. For many companies, trade shows provide low cost access to new markets and markets that would otherwise be unapproachable. Because they attract thousands of attendees, trade shows have become a powerful marketing medium. Many companies have recognised their power as a vehicle for shortening the sales cycle. In fact, trade shows rank second after on-site selling in influencing buying decisions of industrial purchases. Furthermore, while it takes only 0.8 sales calls onaverage to close a sale initiated by a trade show, estimates place the number of visits required by a sales person on his or her own at five