A study of service quality of stockbrokers in Mauritius using a multi-expectations approach

The aim of this study is to develop a measure for service quality for the stockbroking industry. Another purpose is to test a model that depicts a relationship between service quality and customer satisfaction. Using a self-administered questionnaire, data was collected from investors in Mauritius. It was concluded that a modified SERVQUAL scale was necessary for the stockbroking industry in Mauritius

Using in-depth interviews to identify investors' service quality expectations from stockbrokerage firms

Investigating. stockbrokers' service quality is vital for investors, stockbrokerage jinns and the stockbroking industry. The SERVQUAL instrument has been proposed as a broad-based measure of service quality that may be applicable to the stockbroking industry. In-depth interviews were carried out with thirty individual investors on their expectations from their stockbrokers. Results from the study verify SERVQUAL dimensions but demonstrate additional dimensions such as core stockbroking services and professionalism/skill/competence that are specific to stockbroking services

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

Developing a service quality questionnaire for the hotel industry in Mauritius

The evaluation of customer satisfaction is a primary goal for any service firm that would like to survive in this increasingly competitive market. Keeping tourists satisfied and delighted is even more important for the Mauritian tourism industry given that the destination faces fierce competition abroad. Developing a measure of hotel service quality is an important precursor to attracting and retaining tourists and hence ensuring the survival of hotels. SERVQUAL has been proposed as a generic measure of service quality that may be applicable to hotel services. The purpose of this study is to investigate whether SERVQUAL dimensions are pertinent to the hotel industry. Results from this study verify SERVQUAL dimensions, but demonstrate additional dimensions that are specific to the hotel sector

Institutional investors : choosing a stockbroker

This research includes a study of institutional investors' selection criteria for stockbrokerage firms. The findings of the study are that "credibility and reliability" "understanding clients", "scale of the firm" and "expertise" are indicators of the service quality sought by institutional investors when selecting stockbrokerage firms. A sample of 46 companies was targeted and the mail survey technique was used. 28 usable questionnaires were returned, representing a response rate of 61 per cent

An exploratory study of Mauritian consumers' ethnocentrism and perceptions towards domestic and foreign products in Mauritius

In order to gather maximum insight about Mauritian consumers' perceptions and attitudes towards domestic and foreign products, in-depth interviews were conducted with twelve Mauritian consumers. This exercise was conducted over a two-week period by means of a personal interview, using a semi-structured questionnaire consisting mainly of open-ended questions whereby respondents had the freedom to express freely their views and opinions towards the products and their country of origin. The seven-point rating CETSCALE was also included in the questionnaire since before the CETSCALE can be used as a measure of consumer ethnocentrism in Mauritius, it is necessary to assess its reliability as a measure of Mauritian consumers' ethnocentric tendencies. The CETSCALE was found to be a reliable measure in the Mauritian context and local brands were perceived to be of inferior quality than the foreign brands

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

The relative importance of service dimensions in a healthcare setting

Purpose – The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients’ service expectations and perceptions. Design/method/approach – A questionnaire was administered to 750 and 34 per cent responded .Findings – A new service quality instrument called PRIVHEALTHQUAL emerged from the study, based on factor and reliability analysis. The “reliability and fair and equitable treatment” factor was found to be the most important healthcare service quality dimension. Originality/value – Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries

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

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