Top PDF CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS

CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS

CONCEPTS OF SERVICE QUALITY MEASUREMENT IN BANKS

Positive values of GAP correspond to size tangibles and reliability. Concerning the first dimension we can say that the bank customer fails to provide a space decorated in a welcoming and promotional material related bank services are attractive. Regarding the reliability, the bank notes a sincere concern to resolve customer issues promptly and timely service delivery. Responsiveness and Empathy dimensions recorded negative average scores. Negative scores on receptive bank employees are determined mainly by insufficient staff employee. There is dissatisfaction in terms of opening hours, the bank could therefore find convenient solutions to meet all kinds of customers.
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SERVICE QUALITY MEASUREMENT AND DEMAND FOR INSURANCE: AN EMPIRICAL STUDY FROM NIGERIAN INSURANCE INDUSTRY

SERVICE QUALITY MEASUREMENT AND DEMAND FOR INSURANCE: AN EMPIRICAL STUDY FROM NIGERIAN INSURANCE INDUSTRY

Insurance provides financial protection to the insured, though; its acceptance by Nigerian insuring public is still low. This can sharply be traced to low awareness of insurance service. More importantly, quality of service to the few who embraced it had been low. Therefore, insuring public perceives insurance service as defective because customers’ expectations are not met. The objective of this research is to find out whether application of service quality measurement will drive demand for insurance products. Hypothesis was tested to find out whether SERVQUAL measurement is not significantly related to demand for insurance products in Nigeria. The study adopts descriptive research design; hypothesis was tested using regression analysis. The study reveals that there is a significant relationship between application of SERVQUAL measurement and demand for insurance. It is recommended that insurance companies operating in Nigeria should adopt SERVQUAL measurement which will further increase customer retention and loyalty.
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An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping

An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping

19 To assess the discriminant validity, this research used three measures: Fornell-Lacker criterion, cross-loadings, and heterotrait-monotrait (HTMT) ratio of correlations criterion. According to Hair et al. (2010), discriminant validity ensures that a construct measure is empirically unique and represents phenomena of interest that other measures in a structural equation model do not capture. Discriminant validity is established if a latent variable accounts for more variance in its associated indicator variables that it shares with other construct in the same model (Fornell & Larcker, 1981). Table 2 shows the square root of AVEs (in bold) compared with other constructs correlation. Since the square roots of AVEs were higher than correlation between other constructs, it met the acceptable discrimination. A second approach for establishing discriminant validity is cross-loadings. According to Chin (1998), each indicator loading should be greater than all cross-loadings. Table 3 shows that each indicator loading (in bold) is greater than all of its cross-loadings. The third approach is heterotrait- monotrait (HTMT) ratio of correlations. If HTMT value is below 0.90, discriminant validity has been established between two reflective constructs (Henseler et al., 2014). As shown in Table 4, all construct had HTMT value below 0.90. Thus, the discriminant validity of the measurement model was also established.
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Measurement of social inequalities in health: concepts and methodological approaches in the Brazilian context

Measurement of social inequalities in health: concepts and methodological approaches in the Brazilian context

This study aims to describe methodological approaches to measure and monitor health inequalities and to illustrate their applicability. The measures most frequently used in the literature were reviewed. Data on coverage and quality of antenatal care in Brazil, from the Demographic and Maternal and Child Health Survey (PNDS-2006) and from the National Health Survey (PNS- 2013), were used to illustrate their applicability. Absolute and relative measures of inequalities were presented, highlighting their complementary character. Despite the progress achieved at national level in antenatal care, important inequalities were still identified between population subgroups, with no change in the magnitude of the differences throughout the studied period. Brazil has important social inequalities, which consequently lead to health inequalities. Their description and monitoring are highly relevant to support polices focused on those vulnerable population groups who have been left behind.
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Assessing Cybersecurity service quality in corporate environments

Assessing Cybersecurity service quality in corporate environments

Since our study is basing the evaluation of the quality of Cybersecurity service on measurement scales of ‘traditional’ services an assessment to understand if information technology services have the same basis as ‘traditional’ services must be undertake. Parasuraman et al. (1985) stressed in their work, three well-documented characteristics of services: intangibility, heterogeneity and inseparability. First, as noted by these researchers, from previous work is pointed that ‘most services are intangible’ and most services cannot be counted, measured, inventoried, tested, and verified in advance of sale to assure quality. Some observations can be made to IS service and, in particular, to information security service. Information security service is, usually something one cannot touch, feel or manipulate. Passwords, antivirus, information access level to name a few are not ‘things’ that users can physically manipulate. Second, services, especially those with high labor content, are heterogeneous: their performance often varies from producer to producer, from customer to customer, and from day to day. The same can be considered either for IS services in general or for information security service. Both are highly dependable of people directly (e.g. support provided by Helpdesk) or indirectly (e.g. technology vendor support) for delivering the service. Third, production and consumption of many services are inseparable and in labor intensive services, for example, quality occurs during service delivery, usually in an interaction between the client and the contact person from the service firm (Parasuraman et al., 1985). Many information, systems and technology services are at least to some extent produced and consumed simultaneously. For example, support from a helpdesk is generally provided and utilized immediately (Peppard, 2003). The case applies in information security service in situations where end-user must engage with service-delivery-people (e.g.: user account lock, defining information access levels, performing antivirus actions, etc.).
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Buying Behavior Of Organic Vegetables Product The Effects Of Perceptions Of Quality And Risk

Buying Behavior Of Organic Vegetables Product The Effects Of Perceptions Of Quality And Risk

quality of alternatives with regard to price within a category (Jin & Suh, 2005). Organic vegetable products have advantages and technologies related of environmental friendly. Perceived quality is not the actual quality of the brands or products. Rather, it is the consumers’ judgment about an entity’s or a service’s overall excellence or superiority (Aaker, 1991). Sometimes is directly related to the reputation of the firm that manufactures the product (Davis et al. 2003), and viewed as the degree and direction of discrepancy between consumers’ perceptions and expectations (Chen & Chang, 2005). Perceived quality and perception of quality had closer theoretical, perception defined is the mental process that persons go through in selecting, organizing and interpreting information into meaningful patterns (Truong & Yap, 2010:532). It can be interpreted that perception of quality is overall judgment of superior quality of organic products as result from selecting, organizing and interpreting form the alternative product. Measurement of customer perception of quality on organic products is divide on several things, included guarantee (origin, brand, label, variety), organoleptic characteristic (firmness, color, flavor, aroma), and external factors (damage, size, price) (Carrasco et al., 2012:1422). In other side on organic product it measured with environmental concern, environmental consideration, environmental performance, environmental image, and environmental reputation (Chen & Chang, 2013:71).
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Service quality in hostels

Service quality in hostels

Amongst the criticism the SERVQUAL scale was receiving, Cronin and Taylor (1992) were the researchers who attacked it more. They did not agree with the conceptual basis of the scale and claimed it was confusing. From their viewpoint the expectation component should be dropped and the performance component should be used alone. SERVPERF was created as a pure performance approach regarding service quality measurement. Cronin and Taylor (1992) supported their approach, along with theoretical arguments, with empirical evidence from four industries: banking, pest control, dry cleaning and fast food. They found that with SERVPERF it was possible to get better results, more reliability in estimations, greater validity and greater explained variance, thus leading to a less biased instrument than SERVQUAL. Furthermore they suggest that SERVQUAL conceptualization is flawed and instead of being based on a satisfaction paradigm, it should be rather based on an attitude model. The most important conclusion from their study was that the measurement of service quality was based on a flawed model and SERVPERF scale is more efficient comparing with SERVQUAL. The number of items used in the performance-based scale is 50% smaller (44 to 22 items) than with the SERVQUAL. So methodologically there is an improvement comparing with SERVQUAL (Jain and Gupta, 2004). When the two instruments are used in conjunction, the SERVPERF has performed better than SERVQUAL (Babakus and Boller, 1992; Brady, Cronin and Brand, 2002; Cronin and Taylor, 1992; Dabholkar et al., 2000). One of the “fathers” of SERVQUAL, after witnessing the results of SERFPERF has admitted its superiority: “…Our results are incompatible with both the one-dimensional view of expectations and the gap formation for service quality. Instead, we find that perceived quality is directly influenced only by perceptions (of performance)” (Boulding et al., 1993).
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The effect of service orientation and service quality on customer loyalty in Tourism

The effect of service orientation and service quality on customer loyalty in Tourism

level of service and delivered level of service for meas- uring service quality perception with five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibility (Figure 1). SERVQUAL is an analytical tool, which can help managers to identifying the gaps between variables affecting the quality of the offering services (Seth, Deshmukh, & Vrat, 2005). This model is the most used by marketing researchers, although it is an exploratory study and does not offer a clear measurement method for measuring gaps at different levels. This model has been refined and some believe that only performance needed to be measured as SERVPERF model in order to find perception of serv- ice quality (Cronin & Taylor, 1992). Finding in years of using this model shows SERVQUAL factors are inconsistent and it is not comprehensive for differ- ent applications (Dabholkar, Thorpe & Rentz, 1996; Shahin & Samea, 2010).
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 	 Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction

Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction

The following thoughts were leading the authors to the development of the six step model. Managers and researchers confirm that service quality involves an analogy between expectations and performed service, that’s why the first step must be the identification and understanding of the customer requirements. As the next step, it is necessary to map those needs with corresponding and measureable quantities. Before starting the regular measuring, it is mandatory to evaluate them once, check the effort needed, identify the baseline and define the actions which must be taken at risk or when the thresholds are broken. If this is left out, the whole measurement can end up in a useless reporting without any added value as often seen in practice and experienced by the authors. By performing the suggested activities in this order it can be ensured that the right figures are measured with economically justifiable effort. Missing data will be eliminated and the service quality will improve continuously.
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Assessing obstetrics perceived service quality at a public hospital

Assessing obstetrics perceived service quality at a public hospital

Typical analysis considering service quality assessment compares the quality dimensions defined by Parasuraman, Berry and Zeithaml (1993) and rank them (see, for instance, Al-Borie and Damanhouri, 2013; Altuntas, Dereli and Yilmaz, 2012; Zarei, Arab, Froushani, Rashidian and Tabatabaei, 2012; Isik, Tengilimoglu and Akbolat, 2011). Although these are the typical dimensions considered, some authors also include other dimensions in their analysis, such as technical quality (Dagger, Sweeney and Johnson, 2007; Babakus and Mangold, 1997), satisfaction (Margaritis, Katharaki and Katharakis, 2012), information quality (Akter, D’Ambra and Ray, 2013), which are just examples. Nonetheless, Isik, Tengilimoglu and Akbolat (2011) conclude that the Servqual instrument is a useful measurement tool to assess and monitor service quality in hospitals. On this basis, and taking into consideration the criticism Servqual has experienced, this research based its focus on the perceived quality of the service provided. Nonetheless, the dimensions considered are the ones initially proposed by Parasuraman, Berry and Zeithaml (1991). As these authors argue that the relevance of each of the dimensions may vary according to the culture where they are applied to it is relevant to assess the satisfaction rank of the dimensions. For the purpose of this research the service performance in each of the service quality dimensions will be compare, therefore the following proposition is provided:
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Airline passengers’ perceptions of service quality

Airline passengers’ perceptions of service quality

The present study carried out quantitative content analyses of airline travellers’ Web reviews using Leximancer, which transforms textual data from natural language into semantic patterns (Wu et al., 2014). Leximancer is a software programme that analyses the content of collections of textual documents and visually displays the extracted information. This software then graphically represents the main concepts contained within the texts and provides information about how the concepts are interrelated. Leximancer follows quantitative procedures based on Bayesian statistical theory using algorithms and employing nonlinear dynamics and machine learning (Wu et al., 2014). The algorithms consider three main units: words, concepts and themes. This software uses a two-stage quantitative approach to extracting co-occurrence information in order to conduct both conceptual and relational analyses. Leximancer thus measures the presence of repeated concepts and the ways these concepts are semantically interrelated in order to produce a graphical representation of the results.
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CUSTOMER IMPORTANCE RATING OF SERVICE QUALITY DIMENSIONS FOR AUTOMOBILE SERVICE

CUSTOMER IMPORTANCE RATING OF SERVICE QUALITY DIMENSIONS FOR AUTOMOBILE SERVICE

Design of Service Quality has become the most critical task for any company. In present competitive scenario, it is essential to provide quality service to retain their customers’ base. The service sector is going through a revolutionary change, and the future of economy depends on the growth rate of service sector. Customer satisfaction is at the core of human experience, reflecting/liking of a company’s business activities. High levels of customer satisfaction are strong indicators of customer retention, customer loyalty, and service quality. Competent organizations focus on creating congenial experiences so that they might keep hold of existing customers and add new ones. Customer demands are not utterly related to product issue; therefore, services are conveniently designed to go with customer desires and exceed primary expectations to make confident clients remain loyal to the brand. The measurement of service quality performance plays a significant role in each quality improvement attempt. Measuring service quality is another challenge because customer satisfaction is a function of many intangible factors. A product has physical features that can be independently measured (e.g., the fit and finish of a car) and easily manageable, on the other hand service quality contains many psychological features (e.g., the ambience of customer waiting lounge/room. Applying measurable functions in their operations and practices, service industries are able to evaluate and improve the service quality.
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Size, Diversification and Risk: Preliminary Evidence from Commercial Banks in Pakistan

Size, Diversification and Risk: Preliminary Evidence from Commercial Banks in Pakistan

service, and loan and advances (term loan, car loan, education loan, housing loan, micro group credit, micro credit enterprise, etc.). They also offer corporate banking, loan syndication, real-time online banking for corporate clients. Service quality, service charges, perceived value and customer satisfaction are the key sources of success in any service factory (Olorunniwo and Hsu, 2006). Issues that affect service quality and customer satisfaction have operational and marketing orientations. To understand the dimensions of service quality and for measurement of customer satisfaction it is important to know under which typology commercial banks are belong. In this regard, the classification given by Schmenner (1986) is important. Schmenner divided services under four quadrants based on labor intensity and customer interaction. Labor intensity is the ratio of labor cost to the machinery and equipment value. On the other hand, customer interaction is defines as, the joint measure of customer contact and customization of services. Under this categorization, commercial banking services belong to mass service category. In commercial banking sector, there are high labor intensity and low customization of services. Mass service also includes retailing, wholesaling, schools, traditional long-distance ground trucking. Another three quadrants of services are: service factory (airlines, hotels, trucking, resorts and recreation), service shop (hospital, restaurant, auto and their services), and professional service (accounting firms, audit firms, medical clinics, law firms).
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Analysis of quality and cost of FeSiMg treatment master alloy vs. cored wire in production of ductile cast iron

Analysis of quality and cost of FeSiMg treatment master alloy vs. cored wire in production of ductile cast iron

The PE technique is applicable to both cupola- and electric- furnace- melted iron. Investigations of the cupola process carried out at two domestic foundries in parallel with investigations of the efficiency of equipment for cast iron nodularising treatment have proved full applicability in production of ductile iron of both these installations operating in foundries. Over the past 13 years, the PE technique of the cast iron treatment has roused vivid interest of the Polish foundry industry and has been implemented, among others, in several domestic foundries, the Department of Alloys and Composites Casts Engineering at the (AGH) University of Science and Technology being responsible for implementation of this process in at least 13 foundries. For production of ductile iron in the above mentioned foundries, the technique of cored wire was used to treat the batches of molten metal in ladles ranging in capacities from 0,15 to 10 Mg.
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PRIORITIZING OF EFFECTIVE FACTORS IN SERVICE QUALITY OF AEROBIC CLUBS IN KARAJ

PRIORITIZING OF EFFECTIVE FACTORS IN SERVICE QUALITY OF AEROBIC CLUBS IN KARAJ

The purpose of this study was to compare the effect of two different methods of concurrent training (continuous & distinct) on body composition; aerobic power and muscle endurance in non-athlete male students. For this reason; 42 non-athlete students (age; 22.02±1.91 yrs; height; 175.83±5.88 cm; weight; 69.01±8.27 kg; BF; 13.71±3.33%) volunteered to participate in this study. Subjects were randomly assigned to 3 groups: Distinct Resistance-Endurance (DRE) (n=14); Continuous Resistance-Endurance (CRE) (n=14); and Control (C) (n=14). Subjects performed 2 sessions per week for 12 weeks. Strength training includes Bench press; Lat pull down and cable triceps for upper body; squat; leg press and calf raise for lower body muscles that performed with 2-3 min rest interval between sets and exercises. These exercises start with 2 sets; 10 repetitions and 60% 1RM in begin of program and reached to 3 sets; 4 repetitions and 90% 1RM in last week. Aerobic training involved 20 min interval running by 70% maximal heart rate in start and raised to 45 min running by 95% HRmax in last week. DRE group performed aerobic training in one session and resistance training in other session in each week. In contrast; CRE group performed both aerobic and resistance training in each session together. Control group performed no regular exercise during this period. The findings showed BF% reduced significantly in both experimental groups compare to C group (p<0.05). Pull-up and sit- up records of DRE and CRE groups in post-test was higher than pre-test; but this improvement was significantly smaller in DRE group in sit-up test (p<0.05). VO2max increased significantly after training in both experimental groups than control but in DRE group it improved significantly higher than CRE group ( 10.88 vs 9.07 ml·kg−1·min−1; p<0.05). In general; it can be suggested that for improving aerobic power; the aerobic training must performed alone not in concurrent form. But; concurrent training may be more useful for body composition and muscular endurance than resistance or endurance training alone.
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Synthesis Of Arts In Architecture Of Uzbekistan Of The Ancient Period

Synthesis Of Arts In Architecture Of Uzbekistan Of The Ancient Period

side), depending on the location of a sculpture in the overall composition of certain structures, on the skills of masters belonging to different art schools. In rare cases, the low relief (the sculpture in Surkh Kotal) [21], traditional for ancient Iran and less characteristic for the art of Kushan, was used. Thus, the "Bactrian sculpture was characterized by monumentality and st rict frontal position‖ [22, 90p]. But round, often three- quarter, always wall sculpture, had been rather an exception in the buildings of Greco-Bactrian period and Buddhist structures. According to references, the statue of Anahit [23] was located in the temple of Bactria before the arrival of the Greeks, and with the arrival of the Greek, the Hellenistic traditions began to play a significant role in the artistic culture of Central Asia [24]. In the Hellenistic period the sculpture was done in full volume and size, often exceeding the human scale (in Square Hall of Nisa, in the temple of Ai-Khanum in Surkh Kotal). For example, the sculpture of Ai-Khanum was two and a half times larger than the life size, this required from the masters an "excellent knowledge of modeling techniques and strengthening the clay mass" [25, 71p]. By the scale the sculptors emphasized the position of painted person in the hierarchy. Hellenistic traditions of erecting the statues of kings "were transformed over time into the objects of worship and were placed in sanctuaries‖ [26, 15p]. In Bactria there existed and were for a long time exercised the temples of Hellenic Gods (Temple of Dioscurus in Dilberdjin), "visited by both local descendants of Greek colonists and the Hellenized part of local population" [27, 82p]. In all probability, Greek deities were placed there (for example, in the area of
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Statistical assessment of quality of credit activity of Ukrainian banks

Statistical assessment of quality of credit activity of Ukrainian banks

the article conducts an economic and statistical analysis of the modern state of credit activity of Ukrainian banks and main tendencies of its development. It justiies urgency of the statistical study of credit activity of banks. It ofers a complex system of assessment of bank lending at two levels: the level of the banking system and the level of an individual bank. the use of the system analysis allows relection of interconnection between efectiveness of functioning of the banking system and quality of the credit portfolio. the article considers main aspects of management of quality of the credit portfolio – level of troubled debt and credit risk. the article touches the problem of adequate quantitative assessment of troubled loans in the credit portfolios of banks, since the methodologies of its calculation used by the national Bank of Ukraine and international rating agencies are quite diferent. the article presents a system of methods of management of credit risk, both theoretically and providing speciic examples, in the context of prevention of occurrence of risk situations or elimination of their consequences.
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Investigating The Use Of Mobile Computing In Zimbabwe Polytechnics Case Of A Polytechnic In Zimbabwe

Investigating The Use Of Mobile Computing In Zimbabwe Polytechnics Case Of A Polytechnic In Zimbabwe

). This shows that there has been upgrading and improvement in mobile computing device characteristics since Zimm erman’s research up to now. Dahlstrom (2012), a senior research analyst at EDUCAUSE, in his article titled ―Executive Summary: Student Mobile Computing Practices—lessons learned from Qatar‖ says that students find Mobile technology convenient and engaging and institutions need to invest more in mobile device use and support. In Qatar the Education City conducted a survey jointly with ECAR (Every Child a Reader) of United Kingdom (UK) on student mobile computing technology and the results were not only relevant to their student’s experiences but also speaks to the global revolution of mobile technology in the academic environment. The findings revealed that, for students, technology plays an important role in productivity and communication, students want technology integrated into their academic experience and students want to better utilise mobile technology in their learning environments doing such things as creating content for course assignments, accessing course related material and pushing the limits of mobile device productivity. Kim et al (2006) identified the benefits of using mobile wireless phones as freedom of location and time, increasing speed in teaching and learning, enabling one-to-one learning based on individual educational histories or test results, better communication opportunities and better collaboration in group discussions. They also identified the specific benefits of using Personal Data Assistants in m-learning as mobility, information management capacity, beaming capability, ability to work in many places and replacement of pen and paper. A UK essays website argued that the major challenge for educators and trainers is how to develop learning materials for delivery on
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Study In Some Quality Attribute Of Meat

Study In Some Quality Attribute Of Meat

Traditionally meat quality is either eating quality or processing quality, therefore quality is directly associated with usage and is a multifaceted concept (Webb et al., 2005). Lawrie, (1991) stated that meat eating quality involves five attributes namely, colour, water holding capacity, tenderness, juiciness and flavour. All attributes are influenced by breed, sex, age, anatomical location, exercise, nutrition and internal variability. Color is an important criterion of raw or cooked meat and meat products. It reflects the proper composition of the products, particularly in relation of meat to other compounds, freshness of raw materials, texture, taste and proper conditions of storage (Klak et al., 2001; Alberti et al., 2002). Water holding capacity is the ability of meat to retain its own or added water during application of external forces such as cutting, heating, grinding, or pressing (Judge et al., 1989) . Cooking loss is one of the most important properties of sausage products as it is related to water holding capacity. There is variation in water holding capacity among different types of meat from different animal and muscles (Lawrie, 1991). Mukasa, (1981) defined texture of meat as the sensory manifestation of the structure of the meat and the manner in which the structure reacts to the force applied during biting. Simela et al., (2003) stated that meat tenderness and flavor are the most important components that determine meat quality. The Objective of this study is:
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Quality of service and security in future mobile technologies

Quality of service and security in future mobile technologies

Since most of the research in ad hoc networks has been implemented using Network Sim- ulator (NS-2), and its the case of this thesis also, this annex provides a general overview of NS-2, and describes its structure, and illustrates how we used the NS-2 in this work. The Network Simulator (NS-2) is a real network environment simulator, and an open source discrete event and object-oriented simulator intended mainly for networking re- search. NS-2 now is considered as a reliable simulation tool for computer communication networks both in academia and industry. It was developed by the University of California at Berkeley, University of Southern Californias Information Sciences Institute (USC/ISI), Lawrence Berkeley National Laboratory (LBNL) and Xerox Palo Alto Research Center (PARC) under the VINT (Virtual InterNetwork Testbed) project [43]. Its main sponsors are the Defence Advanced Research Projects Agency (DARPA) and the National Science Foundation (NSF).
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