SERVQUAL

The economic growth of a country is mostly depends on the infrastructure and construction available in their area. Substructure link the peoples to services, markets and jobs and helps people to live healthy and productive lives. Transport facility is an important aspect of infrastructure facilitating mobility of goods and people from one place to another place. The passengers expect huge services from Indian Railways, but the railways providing few of the service in good quality and many of its services are not good. When the Indian Railways is not fulfill the passenger’s expectation, they are ready to switch over to another mode of transportation service. So, Indian railways to go down passenger business earning, in recent year the railway freight services only to contribute major role in Railway earnings. The railways passenger earnings were not good in past few years. Indian railways has to improve their services to world class. The main aim of the study is to identify the socio...

A smartphone and a strong Internet connection are what every tech-savvy customer's need to meet the full spectrum of his / her everyday needs. The on-demand taxi service is a phenomenon that has changed the habit of a huge proportion of people in the country who ride on a daily basis. The hour-long waiting and paying out inflated rates for community transportation is now over thanks to on-demand taxi services. The taxi business sector is evolving at a rapid pace with new technology, on-demand services, attracting consumers, new marketing strategies, and dedicated service providers are all helping to reinforce integrated industries and create strong brands that can spread beyond national borders. It is important for cab service companies to understand the factors that influence the choice of cab service providers. This paper is an attempt to measure service quality proposed by (Parasuraman, A., Zeithaml, V., Berry, 1988) and its impact on satisfaction for on-demand ride services. The data was collected from around 1494 respondents using any on-demand ride mobile application for at least six months. The initial questionnaire was pre-tested with around 50 on-demand ride mobile application users. The changes were incorporated in the finalised questionnaire before starting the data collection. It was found that for delivering satisfaction to the on-demand ride users all the dimensions are service quality namely reliability, assurance, empathy and responsiveness are significant, though for measuring service quality all the five measures are essential.

Purpose – Transforming experiences is in this paper approached as a destination choice process for adventure tourists. This study seeks to explain conditions that support place identity and place dependence development in Tanzania. The study proposes a testable destination choice model of international visitors to Tanzania. Design/Methodology/Approach – The proposed order of the model is that perceived constraints and satisfaction depend on expectation and travel motivation and that these two may further predict place identity and place dependence. These measures capture our research questions. Visiting tourists to Tanzania were confronted at airport. During August and September of 2010, 700 filled questionnaires were gathered and 504 was usable for further analysis. Final questionnaires were analyzed using SPSS and SEM (AMOS). Main results – The findings support that tourism policymakers and other stakeholders may consider tourists’ behaviors, such as expectations, motivations, per...

The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of ...

Purpose – The purpose of this paper is to formulate and validate a measurement model to evaluate the
service quality of cultural centers. This study aims to expand the domain of service quality measurement
models by extending the SERVQUAL model to an alternative measurement tool called the ARTQUAL model
based on three different preferences and scenarios including concert halls, theater halls and art galleries.
Design/methodology/approach – The data were collected from 15 cultural centers. Structural equation
modeling (SEM) was utilized in the current research to study the association between aesthetic
environments and service quality. An exploratory factor analysis took place to formulate the fundamentals
of the measurement model. The validation process is based on a hybrid framework integrating the
covariance-based SEM along with the partial least square technique to present a robust validity of
the ARTQUAL model. Ultimately, an extensive managerial analysis has been established to show the
practicality of the ARTQUAL model.
Findings – This study provides empirical evidence that the ARTQUAL instrument is proven to be valid,
reliable and appropriate to evaluate the service quality of cultural centers. Based on the real-world managerial
analysis, the ARTQUAL model showed a significant practicality in quality evaluation of aesthetic environments.
Research limitations/implications – One of the most important limitations of quantitative studies, based
on aesthetic features, is the cultural preferences. This limitation is due to the nature of cultural preferences and
partialities applied in different countries based on the definition of quality involving aesthetic aspects such as
age, sex and culture. Meanwhile, the findings of this study can guide the service management experts to better
understand and improve customers’ perceptions and orientations of service quality in aesthetic environments.
Originality/value – This paper presents a novel service quality measurement model in order to evaluate the
service quality of cultural centers. The originality of the current study is not merely limited to the suggestion
of a new quality measurement model, a hybrid statistical validation framework has been provided as well.
Therefore, this study provides valuable guidelines to both practitioners and academics to enhance the quality
of service measurements in cultural centers.
Keywords SERVQUAL, Aesthetic environments, ARTQUAL, Cultural centers, Event service quality,
Quality measurement model

Nowadays, there are various property websites that offer information about properties rented or sold in Indonesia. However, most of these websites offer similar features and many customers have difficulties in searching the desired information. The purpose of this research is to analyze the service quality of property websites in Indonesia in order to help website owners in evaluating their websites. The service quality of the websites is measured by adapting the SERVQUAL method which measures the gap between visitor’s expectation and satisfaction. In addition, considering unique condition of Indonesia and many technology advancements, we also aim to formulate important features of property websites in Indonesia. We disseminated questionnaires to property exhibition events in Jakarta and received 101 valid questionnaires from 204 respondents. The results showed that respondents consider the service quality of the websites is still under their expectation. Moreover, we successfully identified important features of property websites, where some of them are currently not available in property websites in Indonesia.

This research aims to explore free Search Engine Optimization (SEO) and social media plug-ins and compare their performance in increasing incoming web traffics. We create three publisher websites: the normal website without any SEO installed on it, the customized website with basic SEO configuration and social media plug-in, and the customized website with advanced SEO configuration and social media plug-in. We run and trace the website log for 4 and 7 months. Our findings show that SEO plug-ins are capable to increase traffic to publisher website. Social media plug-in provides additional benefit to bring traffic, however, the traffic is less significant compared to the one from search engine. These findings have implications to the following: (1) the organizations need to pay attention on the way they organize information in their website, (2) the introduction of search ability aspect for measuring service quality for web application.

Introduction - Service quality and customer satisfaction influence the purchase intentions in service environment (Taylor & Baker, 1994). Quality of service rendered by the bank is of paramount importance. Better quality of services provided by the bank has a positive influence on satisfaction of its customers and it directly contributes to profitability of banking industry (Ladhari et al, 2011). Service quality is becoming more critical for the banks to maintain their market shares (Jabnour, Hassan, Al Tamimi, 2003). Many organizations (including banks) having resort to superior service quality have been found to be market leaders in terms of sales & long-term customer loyalty and retention (Anderson and Sullivan, 1993; Boulding et al, 1993; Eklo & Westlund, 2002). Customer expectations are beliefs about a service that serve as standards against which service performance is judged (Zeithaml et al, 1993), which customers think a service provider should offer, rather than, on what might be on offer (Parasuraman et al, 1988). According to the service quality theory (Oliver, 1980), it is predicted that customers will judge quality as ‘low’ if performance does not meet their expectations and quality as ‘high’ if performance exceeds expectations. Quality spells superiority or excellence (Taylor and Baker, 1994; Zeithaml, 1988). Purpose - The purpose of this research is to determine the impact of service quality of Kokan Mercantile Co-op Bank Ltd. on its customers and to throw light on the satisfaction level of customers so that managers in the organization can improve the quality of services rendered. Kokan Bank is an Urban Cooperative bank, headquartered in Mumbai, Maharashtra, India. Cooperative banks work as a balance center for ordinary customers and their indebtedness (Gupta & Jain, 2012). These banks provide services such as accounts, safe deposit lockers, loan or mortgages to private and business customers. Urban Cooperative banks are enjoying a predominant position in the banking industry (Gnanasekaran et al, 2012). Cooperative banks are involved in local development and contribute to the sustainable development of the region situated (Pathak et al, 2012). Methodology - This research attempts to assess the overall customer satisfaction of Kokan Bank using the SERVQUAL instrument. SERVQUAL is a multi-item scale developed to assess customer perceptions of service quality in service industry. It covers five service quality dimensions using two segments in the form of a questionnaire for the customers. Each segment contains the same 22 questions. A numerical weight is assigned to each response of the customers to measure service quality. In the present research, primary data collected by a facilitated survey of 200 bank customers, using structured questionnaire, has been subjected to SERVQUAL tool to achieve the results. Results- The present research has revealed that the overall percep tion of the quality of service provided by the Kokan Bank is within the acceptable limit for the five aspects of service quality measured by the SERVQUAL instrument. While the overall customer perception of the service quality provide by the bank is within the acceptable level, analysis of the difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps. Managerial implications - Analysis of the difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Limitation of the study - In SERVQUAL application, customer expectations and perception can be compared only after actual service delivery, but the expectations are formed much before the actual service delivery, causing a loss of reliability of the tool. Further the expectations change with every instance of service delivery, affecting the perception too, resulting in a loss of internal validity. The SERVQUAL model measures only the functional aspect of service process, omitting the technical aspect of it. Contribution of study - The research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study and the cooperative banks as a whole.

Self-scan checkout (SSC) is a technology based self-service option where customers scan, bag and pay for their shopping without the assistance of a human cashier. It is being used increasingly by retailers especially large supermarkets, to deliver superior customer value and service by reducing checkout times. . There are some studies available on technology based self-service options, however little is known about the impact of SSCs on customer satisfaction especially in a supermarket context.
This study was carried out to investigate the overall impact of SSCs on the level of customer satisfaction at Sainsbury’s Whitechapel store. Structured observation and a questionnaire survey were carried out to assess how SSCs were used and the level of customer satisfaction. With some modifications, the SERVPERF model was use to measure perceived service quality of customer who actually use SSCs and their practical experiences of service encounters with SSCs.
The findings of the study are useful for Sainsbury’s to understand how customers perceive the service quality of self-scan checkout and so as to try to improve the service quality and hence customer satisfaction. The study found that men and younger people are more likely to use self-scan checkout than women and older people.  The study also found that customers experienced several problems during the service encounter with the self-scan checkout. Among those problems, problem with ‘unwanted item in bagging area’ and problem with ‘approval needed’ for age restricted items are the most commonly experienced problems. Most problems, especially ‘unwanted item in bagging area arose due to mistakes of customers or not following instructions properly. Other problems depend on the level of customers’ technological skills and ability, level of technology anxiety, lack of system reliability, and some problems due to poor design of SSC’s technology.

Recommendations are provided about how to solve or minimise the problems with the SSCs in order to improve the service quality of SSCs and level of customer satisfaction. Some key recommendations are: to allow SSCs attendants to approve age restricted items from a monitoring unit and developing a remote approval system to minimise problems with age restricted items and helping to train customers on how to operate SSCs efficiently to reduce problem with ‘unwanted item in bagging area’.

본 연구는 국가적으로 그리고 대학 내에서 점점 더 중요해지고 있는 대학 커리어센터를 서비스 품질 관점에서 평가하고자 하였다. 평가를 위해 서브퀄 모델을 사용하였으며, 서비스 품질(Gap5)과 서비스 품질에 영향을 미치는 요인(Gap1～4)을 측정하였으며, 이를 바탕으로 대학 커리어센터의 서비스품질 향상에 도움을 주고자 하였다.
이 연구의 목적을 위해 서울과 충청 두 지역에 캠퍼스를 두고 있는 한 4년제 대학교의 커리어센터 두 곳을 대상으로 연구를 실시하였다. 각 캠퍼스의 커리어센터를 방문하거나 서비스를 이용한 이용자 323명과 관리자 2명, 직원 8명을 대상으로 설문조사를 하여 서브퀄 모델의 Gap 1～5를 측정하였다. 측정도구로는 Engelland 등(2000)이 수정한 서브퀄 17문항과 Zeithaml 등(1990)이 개발한 서브퀄 측정도구를 사용하였다.
2009년 10월 예비조사를 시작으로 2009년 11월 2일부터 11월 10일까지 커리어센터를 방문하거나 서비스를 이용한 이용자를 대상으로 설문지 700부를 배포 609부를 회수하여 그 중 최종 유효 설문지 323부를 SPSS win 12.0 프로그램을 사용하여 통계 분석하였다.
통계분석은 응답자 분포를 알아보기 위하여 빈도 및 백분율을 산출하였고, 서비스 품질 차원 요인분석으로 주성분분석(PCA)를 실시하였으며, 서비스 품질 산출을 위하여 산술평균 및 가중평균을 산출하였다. 집단 내 차이를 보기 위해 대응표본 t-검증을, 집단 간 차이를 보기 위해 독립표본 t-검증과 일원배치 분산분석(one-way ANOVA)을 실시하였다.
본 연구의 결과를 요약하면 다음과 같다.
첫째, 우리나라 대학 커리어센터의 경우 3가지 서비스 품질 차원을 확인할 수 있었다. 5가지 서비스 품질 차원에 의해 구성된 미국의 측정도구가 우리나라에서 3가지 서비스 품질 차원으로 축소되어 나온 것은 미국과 우리나라의 대학 커리어센터 서비스 형태의 차이에 기인한 것으로 보인다.
둘째, 본 연구의 대학 커리어센터 두 곳 모두 서비스이용자의 기대에 못 미치는 서비스 품질을 보여 전반적인 서비스 품질향상이 필요함을 보여주었다. 특히 정보제공과 관련된 유형성 차원의 서비스 품질이 가장 낮아 관련 정보가 어디에 있는지에 대한 안내가 필요함을 알 수 있었다.
셋째, 서비스 품질 차원에 대한 가중치를 측정한 결과, 신뢰성, 친절성, 유형성 순으로 가중치가 높았음을 확인하였다. 방문하는 재학생들은 단순한 정보제공에 대한 서비스보다는 친절하고 존중받는 서비스와 개인 맞춤 서비스에 대해 더 많은 가중치를 두고 있음을 알 수 있었다.
넷째, 서브퀄 모델의 Gap1～5 측정결과가 서브퀄 모델을 따르는 것을 확인할 수 있었다. 서브퀄 모델이 우리나라 대학 커리어센터에도 적용 가능함을 확인할 수 있었다.
다섯째, 성별 등 집단 간 서비스 품질이 유의한 차이를 보여 서비스 품질향상을 위해서 집단 특성을 고려한 차별적인 서비스가 필요해 보인다.
위와 같이 본 연구는 서브퀄 모델을 이용하여 우리나라 대학 커리어센터의 서비스 품질 측정을 시도하였다. 처음으로 대학 커리어센터에 대한 평가를 시도하였다는 점과 평가결과를 바탕으로 대학 커리어센터의 앞으로의 발전 방안을 제시하였다는 점에 본 연구의 의의가 있다.

Service Quality (SERVQUAL) is considered as the most substantial part of any business as it ena-bles management to identify competitive market advantages in relation to its market goal and socio-civic responsibility. It is used in assessing customer perceptions of service quality in the service and retail industry. Aptly, service quality is described as the result of customer compari-sons between their expectations about the service they use and their perceptions about the service company. Quality improvement plays a key role in any business. It is categorized under organizational culture concept. Attaining quality endeavors the business in a state of quality in its services and its accompanying dimensions. Aptly, quality is the universal theme in the global market as it necessitates competitive success. Delivering quality to products and services is a significant component of a competitive strategy.
Service impinges customer satisfaction.  Appositely, the best service is geared towards gratify-ing customers. This is exuded as it tries to establish rapport through interaction between em-ployees and customers as it directly influence their perception of quality service.  Consumer satisfaction is important to successful marketing because it influences the choice of products, the consumption of products and services, and the decision to return. A satisfied customer is more likely expected to choose the product and to become a promoter via positive word-of-mouth than a dissatisfied one. A satisfied customer transmits his positive experience to others. It is said that customers’ repeat purchase behavior might be created through a belief (experience), affect (satisfaction) and cognitive (choice) process. Concomitantly, it is important to measure customers’ satisfaction with each attribute of the products, because consumer sat-isfaction or dissatisfaction with one of the attributes leads to satisfaction or dissatisfaction with the overall products.
Concomitantly, food service establishment are continuously flourishing in Santiago City despite the existence of malls. Astutely, food service establishments will grow and sprout everywhere as the area is getting more urbanized. It is in this interest that the researcher conducted this study to provide understanding on the maintained quality service despite the observed stiff competition.
The Descriptive Research design was used in this study as it tried to gather data on the preva-lence of service quality among the Food Service establishment in Santiago City. The comparative design was also used as it tried to ascertain the comparative analysis on service quality of food service establishment by select demographic variables. Moreover, it also used the correlation design because the study attempted to correlate some variables to the dependent variables of the study. The responders of this research were the managers and employees of fast food chains, fine-dine restaurants, and family owned food service establishments. Respondents were further classified according to select demographic variables for comparison and correlation. A questionnaire on the determinant of the level service quality of food establishments was adopted to carry out the objectives of the study. The items were analyzed using Cronbach’s alpha. It was found out that the material had an alpha value of 0.887.  Eminent researchers claimed that an alpha value that exceeds 0.6 signifies acceptable reliability. Hence, it is a valid and reliable instrument. Data were collected among food establishments in Santiago City, Philippines through a channeled communication to the stall managers. Data were tallied, treated and analyzed to give shed on the formulated research problems. The frequency counts, ranking, mean, Pearson-r correlation and ANOVA were used in the study. Data were treated using SPSS.
Results revealed that there is a good state of service quality levels on the select food service establishments in Santiago City. The food service establishments use varied marketing practices in promoting their line of business, services and promotion. Years of operation is not related to the implementation of service quality levels in the food service establishments although it established an emerging positive relationship to place, product and promotion, and a negative relationship to people and price. Concomitantly, there is a comparable state of service quality levels as practiced in the select food service establishments.

The aim of the research is to evaluate gyms' service quality in Kaunas city. Research methods: comparative literature analysis and synthesis, questionnaire research, descriptive statistical analysis, inferential statistical analysis and logical analysis. The SERVQUAL methodology was applied for respondents' evaluations towards gyms' service quality in Kaunas city. The results of the research revealed that service quality of gyms in Kaunas city is low. Customer expectations are high with respect to reliability, responsiveness, assurance and empathy, while customer expectations with aspects of tangibility are quite low in comparison with the other dimensions. Despite this, the quality of services regarding personnel competences, capacities, desire with providing services, and willingness to help do not match the expectations of customers. In contradistinction, service quality regarding the aspects of tangibility satisfies customer needs. The results of the research indicated that most important aspects of gym's service quality for customers are disregarded by the owners and managers of the gyms. Considering gyms' purposes, it is comprehensible that the personnel's competencies, knowledge and the ability to use it efficiently make more influence on the desired customers' results than the brand or the modernity of the equipment and other material tools used in the gym. Hence, the suggestion could be made that the owners and the managers of the gyms' in Kaunas city should pay more attention and investments on the choice, education, behavior and training of their personnel in order to provide higher quality services.

Introduction: Understanding how the students’ expectations about the process of educational services is being met, plays an important role in improving the quality education and academic
services in the higher learning institutes; because by determining the probable gaps between the expectations and perceptions of students, necessary actions can be undertaken to enhance the quality of educational services.

Purpose: This study intends to determine the quality gap in educational services provided to the paramedical students in Tehran University of Medical Sciences in 2010.

Method: The study was a cross sectional research that used standard SERVQUAL questionnaire to collect data from paramedical students of the school of Allied Medical Sciences, Tehran University of Medical Sciences. A total of 135 responses were analyzed to identify the quality gap in educational services.

Findings: Results show that there is a negative quality gap in all five dimensions of quality educational services (empathy, physical, responsiveness, assurance and confidence). The maximum and minimum mean of quality gap observed in the dimension of empathy and assurance was -1.57 and -1.31 respectively. Moreover, a statistically significant difference was observed between the five dimensions of educational services in the quality gap (p<0.001).

Conclusion: According to the results, it is recommended that in order to reduce the gap and improve the quality of educational services, attention should be paid to all aspects of service quality, particularly to the empathy dimension. It is also suggested that proper planning is needed to better serve
employees and increase their communication skills, in order to help reduce the educational quality gap.

Originality/value: The concept of service quality assessment through SERVQUAL is a relatively new effort among Iranian universities, and there is lack of previous published literature using this method to assess the quality of educational services. Thus, this paper can be used as a guide for universities and academic institutes who seek to identify the educational quality gap in order to improve upon it.

This report looks at the service quality and service efficiency delivered at the restaurant chain of McDonald’s. McDonald’s was first opened in USA over 50 years ago and the first McDonald’s in UK was opened at Woolwich in 1974 (Crosby, 1979). Today, McDonald has opened over 1000 branches in UK. This report looks at the existing service structure at McDonalds and provides certain recommendations in the field of SERVQUAL and brand strategy that the company might incorporate to improve their service efficiency. This report takes into account the service characteristics such as intangibility, heterogeneity that are relevant to the fast-food chain restaurants such as McDonald’s. Further, this report also studies the service blueprint and servicescape that has been adopted at various outlets of the company.
From the findings of this report it can be suggested that there is scope for improvement of McDonald’s stores in their design layout for faster delivery of food and better service delivery to consumers. Branding strategies of the company such as co-branding and individual branding can be adopted to improve the perception of the service quality amongst consumers. This report proves that SERVQUAL can be utilized to understand the gaps creates in service delivery and consumer perception (Carman, 1990). This report helps in understanding how McDonald’s can improve their service qualities to improve customer perception (Bolton and Drew, 1991).

The major objective of any service is to meet need of the customers. Due to unique characteristics of services, measurement of service quality becomes very subjective. But researchers have explored the area and have developed various instruments to measure the quality of the services. This paper attempts to study all research instruments, scale and techniques. The major focus of this paper is on " Restaurant Services ". The paper tries to summaries different dimensions and attributes pertaining service quality of Restaurants. Published research papers on service quality were collected from online data base and journals from libraries.

Prepared and submitted by Padilla, Alcordo, Florencio, Trinidad, and Jacinto and has been examined and approved during the FINAL ORAL PRESENTATION

This paper is a quantitative study of customer loyalty of Vikings restaurant in SM City, Marikina. Since there is a relationship between customer loyalty and service quality and services literature and studies have shown that service quality is an initiator of customer loyalty, this paper seeks to find out the service dimensions of service quality – reliability, assurance, tangibility, empathy, and responsiveness, which lead to higher levels of customer loyalty.
This research used purposive sampling technique to obtain data from the chosen population to enable an evaluation of perceptions of service quality at the Vikings Restaurant
This study suggested that the service dimensions of assurance, empathy and tangibles are the most important to customers’ evaluation of service quality, and thus, may have a positive influence to customer loyalty. The service aspects of each of these dimensions were discussed. We recommend that Vikings provide a website where customers can view and be updated with their purchases. Vikings should train their employees by picking and mixing of different methods, examples of these methods are demonstrating, shadowing, instructing, supervised performance, and role-playing. Vikings could set training twice a year or quarterly.  The empirical results from this study can also help in guiding managerial operations.

Computer Assisted Test (CAT) merupakan salah satu produk/jasa unggulan Badan Kepegawaian Negara yang digunakan untuk menyeleksi Calon Aparatur Sipil Negara. Keberhasilan suatu produk/jasa dapat diketahui dari tingkat kepuasan pengguna jasa tersebut. Tujuan penelitian ini yaitu untuk mengetahui tingkat kepuasan peserta ujian CAT. Metode yang digunakan dalam penelitian ini adalah metode Servqual yang digunakan untuk melihat dimensi kualitas pelayanan. Penelitian ini juga untuk mengetahui atribut-atribut mana yang menjadi prioritas perbaikan dengan menggunakan metode Importance Performance Analysis. Selanjutnya untuk mengetahui tingkat kepuasan secara keseluruhan didalam penelitian ini menggunakan metode Customer Satisfaction Index. Hasil dari penelitian ini terdapat 6 atribut yang menjadi prioritas perbaikan pelayanan ujian dengan Computer Assisted Test (CAT) di Kantor Regional VIII BKN Banjarmasin, yaitu : kemudahan memahami materi soal, ketersediaan video tutorial, kemudahan menghubungi petugas CAT ketika terjadi permasalahan, komunikasi yang baik dengan petugas CAT, keluhan dan saran ditanggapi dengan baik oleh petugas, petugas memberikan semangat dan motivasi bagi peserta yang belum berhasil. Selanjutnya hasil indeks kepuasan peserta ujian CAT secara keseluruhan terhadap atribut-atribut pelayanan yang diberikan oleh Kantor Regional VIII BKN Banjarmasin pada peserta ujian CAT telah memuaskan yaitu dengan nilai sebesar 0,80 atau dengan persentase sebesar 80 %.

In business term, customer satisfaction is the difference between products and services perceived performances in delivery value relative to customer’s expectations before using the product. In addition, when customers make choices, their decisions will be based on perception of the products and services values and costs. Furthermore, satisfied customers will repeat using the products and services and informed to others about their good experiences with the products and services provided. The key for customer satisfaction is to match customer expectations with organizations performance.

Nowadays, customers are more educated and knowledgeable about the products and services provided by most financial institutions in Malaysia. Customer will select the best bargain that give them the most perceived value of products and services being offered. The financial institutions on the other hand will strive to fulfill these satisfactions which then effect the profitability of the bank. Customer satisfaction is a challenging task since the difficulties exist when there are too many assumptions and perceptions found on the quality services being offered by these financial institutions.

Scope of the research is focusing on the level of customer satisfaction towards service quality in one of the retail bank in Melaka. The respondent for the study was the customers at this financial institution. Questionnaire are distributed to 144 customers at the target location based on customer daily analysis report of the bank. In this study, researchers emphasizes on the reliability, assurance, tangibility, empathy and responsiveness as variables to identify the level of satisfaction among customer of the bank. The time scope during the questions distribution was between 9 am to 4.45 pm, five days a week. Therefore, by narrowing the scope of research the researchers were able to reach the objective of this research.

A variety of statistical techniques such as descriptive statistic, reliability analysis, frequency, inferential analysis and multiple regression analysis were used to analyse the data collected.

Key Words: Customer, Customer satisfaction, Services Quality, Dimensions of Service Quality, SERVQUAL

Although some studies have examined logistics service quality, most of them have not considered it specifically. The present study attempts to bring together five generic dimensions of SERVQUAL and the most emerging dimensions of service quality in the logistics industry in order to broaden the evaluation scale. Drawing on a real case, it intends to apply the gap analysis in two branches of the customs warehousing company. The collected data were analysed by SPSS 19 and the Wilcoxon and Mann Whitney U test results revealed that the expectations and perceptions of the customers did not match in all dimensions.

The objective of the study was to determine the influence of service excellence on consumer satisfaction in the ridesharing industry of Pakistan. Uber and Careem are two ridesharing services or Transport Network Companies (TNCs) which use mobile-based applications and use GPS to connect passengers and drivers in an efficient way. These ridesharing companies have been operating in the country for the past five years. For TNCs such as Uber and Careem, consumer satisfaction plays an important role in retaining customers and satisfying them thereby boosting their profits. Consumer satisfaction and service excellence are interconnected and associated with each other. This research determined the influence of the five service quality dimensions of SERVQUAL model i.e. assurance, responsiveness empathy, tangibility and reliability on consumer satisfaction of ridesharing services. This questionnaire survey-based research study was carried out on 268 respondents. The collected data was analyzed by Pearson correlation followed by the formulation of the regression model, associating consumer satisfaction with service quality. The research showed that all the service quality dimensions had a positive impact on consumer satisfaction. Assurance, responsiveness, and empathy significantly influenced consumer satisfaction whereas reliability and tangibility had a less significant impact on consumer satisfaction as compared to other service quality parameters. This research study assisted the TNCs in better understanding of service quality parameters which needed improvement for enhancing the consumer satisfaction.

The growth of new information and communication technologies (Internet, mobile money, mobile phone, etc.) is corroborated by the explosion of on-line sales services in Côte d'Ivoire. Aggressive competition is pushing industry professionals to look for new niches of growth and consider now customer loyalty as a competitive advantage. Service quality has a preponderant importance for both e-companies and e-consumers. In an environment characterized by customer volatility, companies must ensure irreproachable service quality. A company that adopts a superior service quality will succeed in satisfying its customers, which will enhance its competitive advantages. Indeed, without offering him an acceptable service quality, customer being dissatisfied will not hesitate to quit.

Purpose: Our study focuses on assessing service quality dimensions, as defined by the SERVQUAL model, provided by e-companies and measuring their customers’ satisfaction and loyalty levels by questioning hundreds of them interviewed in their respective households.

Research design, methodology and approach: A questionnaire was developed and administered by students through a structured random selection method that give equal chance to all participants. Through a quantitative survey, a random and methodical approach, 281 self-administered questionnaires were distributed to respondents to obtain a useful sample of 110 e-users. This made it possible to measure customers’ satisfaction level before and after using the e-commerce services and thus to deduce a future favorable disposition to loyalty.

Key findings and Research implication: The results analyzed showed that SERVQUAL, through the perceived value model, was a comprehensive, effective and simple instrument to measure satisfaction and loyalty. Results show E-service quality dimension that impacts most on loyalty is Reliability. Negative perceived value indicates room for e-Service quality improvement in order to retain customers. Surprisingly, given positive impact of Price on customer satisfaction & Loyalty, it is strongly recommended to take this factor into account when setting up eventual e-commerce loyalty program.

Contribution and originality: This study provided a modest contribution to the already very rich library on the research about the impact of the SERVQUAL model in developing countries environment, especially in Côte d’Ivoire. Anyone interested in or Ivorian e-professionals could have a better understanding about e-commerce market, customers’ insights and also learn to improve their strategies to develop E-service quality, retain more subscribers and increase market shares. The study limitations, implications, and directions for further research are also discussed.

Key words: E-commerce, SERVQUAL, Perceived value, Satisfaction, Loyalty

The major aim of the research paper is to measure the quality of service offered by private banks operating in Ethiopia. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVPERF model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the private banks. In order to achieve the aims, both primary and secondary sources of data were used. The primary data were collected through administrating questionnaire. Convenient sampling procedure was used to obtain 260 responses from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception regarding their respective banks service. Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is a positive correlation between the dimensions of service quality and customer satisfaction. The results of the regression test showed that offering quality service have positive impact on overall customer satisfaction. The research proves that empathy and responsiveness plays the most important role in customer satisfaction level followed by tangibility, assurance, and finally the bank reliability. The research findings also indicate offering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty.

Aim: Bandaranaike International Airport (BIA) is important in the development of the Sri Lankan economy. To remain competitive in the service sector it is essential to focus more on improving service quality as it directly creates greater customer satisfaction. In respect of international airports satisfied passengers often revisit a destination thus increasing micro and macro level income and profitability. Hence, satisfied and loyal passengers are an important factor in remaining competitive among international airports. Although there is ample research that explores service quality and passenger satisfaction with airports, research is sparse in regard to Sri Lanka. Hence, the aim of this study is to identify the most important service quality dimensions influencing passenger satisfaction at BIA and to examine the relationship between each SERVQUAL dimension on passenger satisfaction. Place and Duration of Study: Bandaranaike International Airport (BIA) between April to July 2019. Methodology: The sample for this study consisted of 150 passengers at BIA and a five-point Likert scale questionnaire was developed for this study based on the SERVQUAL model to analyse the Original Research Article Dambagolla and Sumanasiri; AJEBA, 15(4): 30-45, 2020; Article no.AJEBA.58040 31 impact of the five dimensions (reliability responsiveness, assurance, empathy and tangibility) of service quality at BIA. A quantitative approach was used and questionnaires were distributed by hand as well as by electronically using Facebook, Messenger, WhatsApp, Viber and Email. The data was analysed using SPSS Version 23.0. Results: The regression model confirmed that tangibility, assurance and empathy contributed to passenger satisfaction. The findings of this study could be used by passengers, researchers, service providers, civil aviation authorities and other decision makers for their decision-making purposes.