Service Quality becomes a key determinant of customer satisfaction (Krishnamurthy et al., ). The role of services quality is widely recognized as being the important determinant and success of an organization in competitive world. In SERVQUAL concept, the five dimensions satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to This study developed the research model to analyze the relationship between suggested service quality dimensions with customer satisfaction and customer reuse intention. The sample count of from FBR’s e-taxation/e-filling users was used to examine the study model. In this study, the Exploratory factor analysis EFA used to observe the validity and reliability of the measurement model
Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation)
University of Rijeka Faculty of Tourism and Hospitality Management, Croatia. More about this item Keywords service quality ; SERVQUAL ; RURALQUAL ; rural tourism ; measurement ; All these keywords. JEL classification: L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism Statistics Access and download statistics Corrections All material on this site has been provided by the respective publishers and authors.
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FRED data. My bibliography Save this article. The purpose of Doctoral thesis is to: a analyze and b describe concepts of service quality, and related concepts of Customer Satisfaction, Trust and Behavioral intentions in the conceptual part and, following the literature review results, and c to develop and test modified RURALQUAL model as a measurement instrument designed for service quality measurement in rural tourism. The Doctoral thesis consists of 5 parts, service quality dimension thesis.
First part Introduction lays out the research problem, research objectives, hypothesis, research methodology, service quality dimension thesis, and scientific contribution. The second part Description of key concepts explains selected concepts, analyses the theoretical measurement models, and provides a detailed review of the relevant literature. Service quality dimension thesis third part Measurement of service quality in rural tourism describes SERVQUAL as service quality dimension thesis of the most important and frequently used models for the service quality measurement and RURALQUAL as a derived model for measuring service quality in rural tourism and the modified RURALQUAL adapted service quality dimension thesis the empirical research service quality dimension thesis this thesis.
The fourth part Methodology and results of Empirical research describes research methodology including implemented statistical methods and the results of the empirical research, service quality dimension thesis. The last part of the thesis provides main Conclusions including a scientific contribution of the doctoral thesis, limitations of the research and proposals for future research activities, service quality dimension thesis.
Methodology During the last decades, interest for measurement of service quality has intensively increased, especially in tourism activities resulting in a multitude of service quality models. The SERVQUAL presents one of the most popular models for service quality measurement and was developed in the s by Parasuraman, Zeithaml, and Berry.
The SERVQUAL model consists of two sets of 22 variables divided into 5 dimensions, measuring expectations and perceptions. Service quality is measured as a gap in perceptions and expectations. A positive gap suggests that expectations have been met or exceeded and the negative gap score implies that expectations have not been met, meaning that service quality is perceived to be unsatisfactory.
Five general service quality dimensions reliability, assurance, tangibles, empathy, and responsiveness are very often used for measuring service quality but should be adapted to the nature and specific features of each service.
The relevant literature shows that there is a relationship between service quality, satisfaction, and loyalty. Service quality as an antecedent of satisfaction is recognized as an important element in forming customer loyalty. The relationship between satisfaction and loyalty is proven to be asymmetric meaning that satisfaction does not always lead to loyalty Oliver, especially in tourism due to the novelty as a motivator.
Although service quality and satisfaction are service quality dimension thesis interrelated concepts, there is a difference between these two concepts.
While service quality refers to the overall impression of the company and its services, satisfaction is an emotional reaction to the experienced service and results service quality dimension thesis the service quality Taylor and Baker, Behavioural intentions or tourist loyalty is in the literature often defined as intentions to revisit the destination and willingness to recommend the destination or a commitment to rebuy the service in the future Oliver, Loyalty became an ultimate strategy of service companies as it reduces the costs and positively impacts the profit.
The concept of Trust is in the literature proposed as s mediator between Satisfaction and Loyalty. Most of the authors define the concept of Trust as confidence that the company is able and willing to fulfil promises Morgan and Hunt, ; Seto Pamiers, The RURALQUAL model was developed by Loureiro in and was modified by using the model from the research conducted by Albacete Saez The modified RURALQUAL model has been designed and implemented for the measurement of the service quality of rural tourism in Istria as one of the most developed tourist regions in Croatia.
The model consists of 29 variables divided into 8 dimensions: Professionalism, Reservations, Tangibility, Basic demand, Tourist Relations, Security, Empathy and Rural and service quality dimension thesis surroundings.
The model was used for measuring both expectations and perception and service quality was calculated as a gap between them. There are also 8 variables used for measuring Tourist satisfaction, 3 variables for measuring Trust and 6 variables for measuring Behavioural intentions. All the concepts were measured on a 7-point Likert type scale.
The empirical research was conducted in in Central Istria, one of the most developed rural tourism destinations in Croatia. There were 1 questionnaires distributed service quality dimension thesis each of the four languages: Croatian, English, German and Italian.
The statistical methods used for the analysis of the collected data include univariate methods average rates of service quality, satisfaction, trust, and behavioural intentionsbivariate methods Mann-Whitney U test, Wilcoxon test, and Kruskal-Wallis test and multivariate methods exploratory factor analysis and PLS-SEM.
Findings The results indicate that there is a negative gap between perceptions and expectations -0,23 with an average perception rate of 5,79 and an average expectation rate of 6, An average tourist satisfaction rate is 5,82, Trust 5,98, and Behavioral intentions 5, The most important service quality dimension is Professionalism with an average rate of 6, The lowest rated Perception dimension is Security 5, The exploratory factor analysis for the perceived quality items reduced 27 variables in 5 factors Security, Tangibility and Basic demand, Reservation and Price, Professionalism and Empathy that accounted for The Cronbach alpha value for factors is between 0, and 0, and indicates good reliability or internal consistency of the modified RURALQUAL model.
Convergent and Discriminant validity was also confirmed. Furthermore, a Partial Least Squares Structural Equation Modelling PLS-SEM approach was employed for the evaluation of the RURALQUAL model to estimate the structural paths coefficients, predictive power R2predictive relevance Q2together with the Bootstrap technique for significance test, service quality dimension thesis.
PLS combines principal components analysis and regression with a purpose to explain the variance of the constructs in the model Loureiro and Kastenholz, The dimension of Security, tourist relation and Rural environment has the strongest impact on the construct of Service quality 0,while the lowest impact is indicated by the dimension of Empathy 0, service quality dimension thesis, The results of structural modelling indicate that Service quality is strongly, directly, and positively related to the construct Satisfaction 0, and the relation between Satisfaction and Future behavioral intentions is also strong and positive 0, Trust was introduced to the model as a mediator but has a minor effect on Behavioral intentions.
The developed modified RURALQUAL model is proven to be a valid and reliable model for service quality measurement in rural tourism and presents an empirical contribution of the doctoral thesis.
The major gap is registered for dimension Security which presents the area for improvement by the management of rural tourism companies in the future.
The main limitations of the research are a relatively small sample size and large number of variables in the questionnaire which should be considered in future researches. Jelena Service quality dimension thesis Šebrek, Handle: RePEc:tho:journl:vynp as.
HTML HTML with abstract plain text plain text with abstract BibTeX RIS EndNote, RefMan, ProCite ReDIF JSON. JEL classification: L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism Statistics Access and download statistics, service quality dimension thesis. Corrections All material on this site has been provided by the respective publishers and authors.
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Service Quality Dimensions
, time: 2:25(PDF) A Review on Service Quality Dimensions | Sajeeb Shrestha, PhD - blogger.com
Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for TTCL customers. A questionnaire was designed and distributed to respondents using a top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institutes and status
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