Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector

Author : Lewlyn L. R. Rodrigues
Publisher : Anchor Academic Publishing (aap_verlag)
Page : 81 pages
File Size : 49,6 Mb
Release : 2013-06-01
Category : Business & Economics
ISBN : 9783954895526

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Service Quality Measurement: Issues and Perspectives by Lewlyn L. R. Rodrigues Pdf

This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]

Author : Lewlyn L. R. Rodrigues
Publisher : Unknown
Page : 84 pages
File Size : 47,7 Mb
Release : 2013-09
Category : Service industries
ISBN : 3656325022

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Comparative Study of Service Quality Metrics by Lewlyn L. R. Rodrigues Pdf

Master's Thesis from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: -, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA, language: English, comment: The research is to compare the performance of SERVQUAL and SERVPERF metrics in evaluating the service quality of a service sector. The work is published in Emerald Insight Journal., abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability a

Author : Leon Wang,Shiro Uesugi,I-Hsien Ting,Koji Okuhara,Kai Wang
Publisher : Springer
Page : 584 pages
File Size : 43,5 Mb
Release : 2015-08-24
Category : Computers
ISBN : 9783662483190

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Multidisciplinary Social Networks Research by Leon Wang,Shiro Uesugi,I-Hsien Ting,Koji Okuhara,Kai Wang Pdf

This book constitutes the refereed proceedings of the Second International Multidisciplinary Social Networks Conference, MISNC 2015, held in Matsuyama, Japan, in September 2015. The 49 full papers presented were carefully reviewed and selected from 125 submissions. The papers deal with the following topics: multidisciplinary research on social networks; ethical issues related to SNS; information technology and social networks mining.

Author : Aleda V. Roth
Publisher : SAGE
Page : 777 pages
File Size : 51,5 Mb
Release : 2008
Category : Business & Economics
ISBN : 9781412954518

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Handbook of Metrics for Research in Operations Management by Aleda V. Roth Pdf

Scale. References: Citations for the references used in the summary

Author : Muketha, Geoffrey Muchiri,Micheni, Elyjoy Muthoni
Publisher : IGI Global
Page : 391 pages
File Size : 52,5 Mb
Release : 2019-07-26
Category : Computers
ISBN : 9781522576792

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Metrics and Models for Evaluating the Quality and Effectiveness of ERP Software by Muketha, Geoffrey Muchiri,Micheni, Elyjoy Muthoni Pdf

Enterprise resource planning (ERP) is a class of integrated software that uses software technologies to implement real-time management of business processes in an organization. ERPs normally cut across organizations, making them large and complex. Software researchers have for many years established that complexity affects software quality negatively and must therefore be controlled with novel metrics and models of evaluation that can determine when the software is at acceptable levels of quality and when not. Metrics and Models for Evaluating the Quality and Effectiveness of ERP Software is a critical scholarly publication that examines ERP development, performance, and challenges in business settings to help improve decision making in organizations that have embraced ERPs, improve the efficiency and effectiveness of their activities, and improve their return on investments (ROI). Highlighting a wide range of topics such as data mining, higher education, and security, this book is essential for professionals, software developers, researchers, academicians, and security professionals.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 2418 pages
File Size : 44,5 Mb
Release : 2015-11-09
Category : Computers
ISBN : 9781466694675

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Web-Based Services: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.

Author : G. Edward Evans,Holland Christie
Publisher : Bloomsbury Publishing USA
Page : 398 pages
File Size : 46,9 Mb
Release : 2017-10-11
Category : Language Arts & Disciplines
ISBN : 9781440841712

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Managerial Leadership for Librarians by G. Edward Evans,Holland Christie Pdf

Putting library management into the unique context of the not-for-profit world, this work offers you invaluable guidance on how to manage your library effectively. Managing a library presents a significantly different challenge than managing a small business, a corporation, or even a school or charity organization. To be effective managers and excel in their careers, librarians must understand their unique position in the social landscape and leverage that role to become influential leaders. This guide shows librarians how to make the most of their inherent skills and develop new leadership strengths in order to become better library managers, advance their careers, and sustain their libraries—in spite of changing environments and shrinking budgets. The book examines many facets of managerial leadership, defines what managerial leadership is, and describes how to assess and increase leadership skills. The chapters also identify the constraints unique to libraries and explain how you can develop positive relationships with government boards, turn a vision into a practical strategic plan, and exercise fiscal control. You will gain invaluable knowledge about fund raising, developing political skills, advocacy and lobbying, and legal and ethical concerns, specifically in the library environment. The final section of the book is devoted to people skills—understanding yourself and others, developing staff, collaboration, negotiation, meetings and presentations, and creating future success.

Author : Sami Yangui,Ismael Bouassida Rodriguez,Khalil Drira,Zahir Tari
Publisher : Springer Nature
Page : 593 pages
File Size : 52,6 Mb
Release : 2019-10-25
Category : Computers
ISBN : 9783030337025

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Service-Oriented Computing by Sami Yangui,Ismael Bouassida Rodriguez,Khalil Drira,Zahir Tari Pdf

This book constitutes the proceedings of the 17th International Conference on Service-Oriented Computing, ICSOC 2019, held in Toulouse, France, in October 2019. The 28 full and 12 short papers presented together with 7 poster and 2 invited papers in this volume were carefully reviewed and selected from 181 submissions. The papers have been organized in the following topical sections: Service Engineering; Run-time Service Operations and Management; Services and Data; Services in the Cloud; Services on the Internet of Things; Services in Organizations, Business and Society; and Services at the Edge.

Author : Kaufmann, Hans-Ruediger
Publisher : IGI Global
Page : 764 pages
File Size : 44,7 Mb
Release : 2014-10-31
Category : Business & Economics
ISBN : 9781466665484

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Handbook of Research on Managing and Influencing Consumer Behavior by Kaufmann, Hans-Ruediger Pdf

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Author : Sarma, Sarmistha,Gupta, Neha
Publisher : IGI Global
Page : 462 pages
File Size : 50,8 Mb
Release : 2023-01-31
Category : Business & Economics
ISBN : 9781668458556

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Handbook of Research on the Interplay Between Service Quality and Customer Delight by Sarma, Sarmistha,Gupta, Neha Pdf

Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Author : Mantas Vilkas,Jurga Duobienė,Rimantas Rauleckas,Aušra Rūtelionė,Beata Šeinauskienė
Publisher : Springer Nature
Page : 289 pages
File Size : 55,9 Mb
Release : 2022-10-19
Category : Business & Economics
ISBN : 9783031149887

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Organizational Models for Industry 4.0 by Mantas Vilkas,Jurga Duobienė,Rimantas Rauleckas,Aušra Rūtelionė,Beata Šeinauskienė Pdf

This book draws on a neo-institutional theory to characterize service-oriented manufacturing firms in relation to more familiar organizational forms, such as lean and agile. It sheds light on whether being lean is a prerequisite for agile organizations and whether agile organizations are precursors of service-oriented organizations. The book empirically examines the prevalence of such organizations using representative samples of manufacturing firms in an industrialized country. This approach makes it possible to “zoom in” and determine whether the extent of adoption of digital manufacturing innovations, digital services, and service-oriented business models varies with organizations’ size, industry, product complexity, lot size, type of design process, and type of manufacturing process. In turn, it shows which digital manufacturing innovations, lean practices, and services contribute to leanness-related performance capabilities like quality and costs; agility-related capabilities like fast delivery, flexibility and innovation; and service-oriented capabilities like high service performance and digitalization. In addition, it explores the question of whether lean, agile, and service-oriented performance capabilities contribute to financial performance separately or jointly.

Author : Anonim
Publisher : Unknown
Page : 884 pages
File Size : 46,8 Mb
Release : 2006
Category : Dissertations, Academic
ISBN : STANFORD:36105121695881

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Dissertation Abstracts International by Anonim Pdf

Author : Maria Fazio,Wolf Zimmermann
Publisher : Springer Nature
Page : 234 pages
File Size : 53,6 Mb
Release : 2020-12-04
Category : Computers
ISBN : 9783030631611

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Advances in Service-Oriented and Cloud Computing by Maria Fazio,Wolf Zimmermann Pdf

This volume contains the technical papers presented in the workshops, which took place at the 7th European Conference on Service-Oriented and Cloud Computing, ESOCC 2018, held in Como, Italy, in September 2018:Joint Cloudways and OptiMoCS Workshop; 14th International Workshop on Engineering Service-Oriented Applications and Cloud Services. Additionally the papers from ESOCC 2018 PhD Symposium and ESOCC 2018 EU Projects Track were included in the volume. The 22 full papers were carefully reviewed and selected from 34 submissions. The papers focus on specific topics in service-oriented and cloud computing domains such as limits and/or advantages of existing cloud solutions, future internet technologies, efficient and adaptive deployment and management of service-based applications across multiple clouds, novel cloud service migration practices and solutions, digitization of enterprises in the cloud computing era, federated cloud networking services.

Author : Naresh Malhotra
Publisher : Routledge
Page : 216 pages
File Size : 46,7 Mb
Release : 2017-09-25
Category : Business & Economics
ISBN : 9781351550994

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Review of Marketing Research by Naresh Malhotra Pdf

First Published in 2017. Routledge is an imprint of Taylor & Francis, an Informa company.

Author : Christian Grönroos
Publisher : Unknown
Page : 38 pages
File Size : 54,8 Mb
Release : 1980
Category : Marketing
ISBN : 9515551196

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An Applied Service Marketing Theory by Christian Grönroos Pdf