The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
The Effects of Service Quality Dimensions on Customer Satisfaction: An Empir...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
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Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Application of servqual model in customer service of mobile operators
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 4, No.1, 2012
Application of SERVQUAL Model in Customer Service of
Mobile Operators: A Study from the Context of Bangladesh
Md. Rifayat Islam1*
2. Product Management Specialist, Grameenphone Ltd., GP HOUSE, Bashundhara, Baridhara,
Dhaka-1229, Bangladesh.
* E-mail of the corresponding author: rifayat@msn.com
Abstract
This study tried to explore the dimensions of service quality (SERVQUAL) on the perceived performance
of the mobile phone users in the customer service of Bangladesh. Challenges are increasing rapidly in
business environment. In last few years the mobile telecom market in Bangladesh has witnessed a
substantial growth and rapid changes globally as well as domestically. One of the key challenges of this
market is how they satisfy and retain their customers and also manage service quality, which holds a
significant importance to customer satisfaction and their perceived performance. When this perceived
performance fails to meet the expectation then a gap has been created between them. SERVQUAL model is
a widely accepted approach to measure the difference between customer’s expectation and perception.
Although there are five gaps in the service quality concept, this paper has attempted to concentrates on the
most important one, reality gap analysis. The data were collected through a questionnaire survey in which a
customer’s responded to a series of questions based on four key dimensions –tangibles, reliability,
responsiveness and empathy. Four hypotheses were taken on the fact that there is a gap existing between
expectation and perception in this dimension and all hypotheses are proved significant and they all are
accepted after conducting Paired T test. Therefore it is better to conclude that the Customer Care Centers of
Bangladesh are not performing up to the satisfaction of the customers and they need to take corrective steps
to minimize these gaps as early as possible. The study concludes with some recommendations to improve
the satisfaction of the customer.
Keywords: SERVQUAL, Customer Service, Mobile, Gap, Service Quality.
1. Introduction
Many service organizations have embraced relationship marketing with its focus on maximizing customer
lifetime value. In order to gain more profit share and to be distinctive in the market place the service
providers are taking different initiatives and customer care center is one of the common and important
initiative. And in the Customer care center customer service has become an important component in this
process. Hence, managers are keenly interested in the effect of service changes on customer experience and
satisfaction. If customer’s experiences are not satisfactory, the relationship is likely to be very short.
Customer service is shaping in different ways in order to provide a better service experience to the
customer. Everybody has been offering gratuitous and blindly obvious advice on how to improve the
customer experience for years.
As the environment of Businesses is getting stiff day by day, companies are paying more concentration on
the customers. And to be more responsive to the customers, companies have come out with the idea called
“Customer Service” which has become the strength for some of the companies. By the term Customer Care
Center, it means the point of contact for the customers of a particular company. Generally in Customer
Care connects customers with the right individual who responds to the various problems that the customer
is facing and also provide various information and help along with possible solution to the problems.
Moreover successful companies pay more concentration on the Customer Care Center for the purpose of
providing a better service experience to its consumer.
2. Literature Review
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Service quality is always being considered as one of the important attribute for service providers. Findings
about service quality assist service providers to initiate development program to mitigate gap and formulate
future planning. To measure the service quality from consumers perspective now a day’s one of the top
prioritize construct of study by service providers. Service quality is an indispensable factor for customer
satisfaction, cost reduction, customer loyalty, customer relationship and retention, profitability and so on.
According to Lewis (1989), a critical dimension of competitiveness is service quality. Stonebraker and
Leong (1994) defined quality in the way that a total system is required for product or service quality, which
can identify requirement of the customers, can design product/service as per those requirements and can
establish a service delivery or production to produce in conformance with the specifications. Brown and
Bitner (2007) implied that due to competition and rapid development of service quality, developed and
developing countries both has made it significant for companies to evaluate and measure the quality of
service encounters. Berry et al. (1988) described quality has become a significant differentiator and the
most powerful competitive weapon which all the service organizations want to possess. Many have
suggested that quality results from a comparison of perceived performance with expected performance
based on the so-called “disconfirmation theory”. Indeed, this notion was the basis for the SERVQUAL
model, which views service quality as the gap between the expected level of service and customer
perceptions of the level received. Berry, Parasuraman and Zeithaml (1988) are the creators of this
instrument which is for the measurement of customer perceptions of service quality.
SERVQUAL model elaborated by Parasuraman et al., (1985), service quality as the discrepancy between a
customer’s expectations of service offering and the customer’s perceptions of the service received. If what
is perceived exceeds the expectations then customers think quality to be high and if what is perceived
below the expectation then customers think quality to be low. The researchers developed ten general
dimensions named- tangibles, reliability responsiveness, competence, courtesy, credibility, security, access,
communications, and understanding which are evaluated in SERVQUAL. This model was revised later by
Parasuraman et al. (1993) based on the result of an empirical study on five service companies, including a
telecommunication company too. They noticed that some of the ten dimensions were correlated. They
refined it and finalized the instrument composed of five dimensions include reliability, responsiveness
assurance, empathy, and tangibles. Many researches quoted these five elements to be the most important
dimensions to the buyers.
a. Tangibles: According to Philip Kotler (1999); Bitner, M. J., and Zeithaml, V. A. (2003), the appearance
of physical facilities, equipment, personnel, and communication material of an organization is the tangibles.
Gilbert A. Churchill, Jr. & J. Paul peter (1999) added that customer look for quality in the equipment,
facilities, and communication materials used to provide the service
b. Reliability: According to Philip Kotler (1999); Bitner, M. J., and Zeithaml, V. A. (2003) the ability to
perform the promised service dependably and accurately is the reliability. Gilbert A. Churchill, Jr. & J. Paul
peter (1999) added that customers want performance to be consistent and dependable.
c. Responsiveness: According to Philip Kotler (1999); Bitner, M. J., and Zeithaml, V. A. (2003)
responsiveness is the willingness to help customers and provide prompt service. Gilbert A. Churchill, Jr. &
J. Paul peter (1999) added that customer must see service provider as ready and willing to perform.
d. Assurance: According to Philip Kotler (1999); Bitner, M. J., and Zeithaml, V. A. (2003), assurance
means the knowledge and courtesy of employees and their ability to convey trust and confidence.
f. Empathy: According to Philip Kotler (1999); Bitner, M. J., and Zeithaml, V. A. (2003) empathy means
the provision of caring, individualized attention to the customer. The service quality model of Parasuraman
et al. (1985) identified five key gaps that can cause problems in service delivery. These gaps are:
i. Research gap: between customer expectations and management's perception of those expectations
ii. Planning and design gap: – between management's perception of what the customer wants and the
designed capabilities of the system that management develops to provide the service.
iii. Implementation gap: between what the service system is designed to provide and what it actually
provides.
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iv. Communication gap-– between what the service system provides and what the customer is told it
provides.
v. Reality gap-– between customers' service expectations and their perception of that service.
A company should always pay attention to the customer perceptions and expectations. If there is a
difference between customer expectations and perceptions, there is a gap and in practice, it does not matter
whether the gap is based on facts or feelings, but how the customer perceives service matters stated by
Friday and Cotts (1995). Heskett et al. (1994) claim that quality of service equals delivered service quality
minus service expected. Quality of service is seen to be similar to customer satisfaction. So five distinct
criteria of service quality have been identified, that can be measured as the perceived performance in
mobile market, which are: tangibles reliability, responsiveness, assurance and empathy. For this study, ‘The
Reality Gap’ was taken to find out customer service expectation and perception of the service in Customer
care center of mobile operators.
Mobile industry of Bangladesh is growing rapidly with increasing the population. Currently 6 mobile
operators (GP, Banglalink, Robi, Airtel, Citycell and Teletalk) are in Bangladesh with 82.4 million (Note 1)
subscriber base. Mobile penetration is approximately 55%.
< Insert Table 1>
Customer service can be provided through physical outlet or call center. Customer care center or call center
is an integral part and department for any service providers. Customer care center means an interaction
point where customers receive product related service for their query, requests and complaints physically or
over the call. Call centers offer a wide range of services which are given below:
Customer acquisition: It is one of the effective services offered by call centers. The aim of this scheme is
not only to generate customers but also to allow consumers to contact a representative to make a purchase.
Basically, a business nominates a call center to conduct marketing services on behalf of them and the
customer care center does some of these.
Customer care: Customer care is one of the common services offered by the call centre. When a customer
buys any product or service from a particular company, they are advised to contact the customer care
division of the call centre. Many companies in the western world outsource their customer support facility.
This in effect reduces the operations cost of hiring new workforce so the company better off.
Direct response: It is one of the important services offered by the call centre to the business. During product
advertisement, companies mention a phone number for the customers. When any call is initiated to this
number, the call center provides adequate information to make an informed purchase decision.
Business to business: It is a potential call centre solution for any company to generate business-to-business
sales. The role of the call centers in this regard is to reduce cost and provide resources for a business to beef
up its revenue.
Call centers or customer care centers have now permeated everyday life and become increasingly difficult
to avoid. In a call center environment customer interacts only using telephone, thus allowing the service to
be delivered anywhere in the world. The role of call centers is to act as the door” between the customer and
the organization so that the relationship is positively managed. The quality of these transactions is critical
to the success of the organization because when a customer contacts a call center they already have a range
of preconceived service expectations such as the call being answered promptly by a courteous Customer
Manager who has full knowledge of the products or services. Gilmore, A. (2001) points out those
customers’ expectations of the service may relate to both tangible dimensions such as reliability standards
or intangibles such as feelings or perceptions. In a service environment, such as a call center, both tangible
and intangible aspects of service quality need to be addressed by coaches if service quality, from the
customer’s perspective, is to be achieved by the call center.
All mobile operators in Bangladesh have their own customer service center. Grameenphone was the first
company in Bangladesh to set up a 24-hour call centre in 1999 and today it has the largest call centre in the
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country. GP call centre has both automated and human-agent interactions with its customers for 24 hours
round the year. Call centre hotline is running through Computer Telephony Integration (CTI) and
Interactive Voice Response (IVR) system. All the operators are incessantly focusing on customer service
since it is an indispensable tool for customer acquisition and retention. Bangladesh Telecommunication
Regulatory Commission (BTRC) has just reduced the price of bandwidth for call centers which is a big
opportunities for mobile operators to expand their operations to provide better and quality customer
services. Customers whether happy with the current services of mobile operators or not, this study was
focused to find out through service gap analysis.
3. Relative Constructs of this Study
In order to find out the service gap through research questions following hypothesis have been developed.
H1: There is a difference between customer expectation and perception in terms of tangible dimension in
Customer care center of Bangladesh.
H2: There is a difference between customer expectation and perception in terms of reliability dimension in
Customer care center of Bangladesh.
H3: There is a difference between customer expectation and perception in terms of responsiveness
dimension in Customer care center of Bangladesh.
H4: There is a difference between customer expectation and perception in terms of empathy dimension in
Customer care center of Bangladesh.
4. Methodology
Based on the SERVQUAL model, 20 questionnaires were developed. The model included questions
covering four dimensions of the service which are tangibility, responsiveness, reliability and empathy. The
dimensions were divided into two segments which are expectations and perceptions. A Likert scale was
used to question the respondents on the five point scale. The respondents were asked to rate on the scale
between Strongly Agree and Strongly Disagree. The questionnaire was pre-tested in order to maintain
proper wording, length and sequencing of the questions. The data were collected from the university
students of the Dhaka city, Bangladesh who are using mobile phones of different operators. To select the
sample, non-probabilistic sampling method i.e. convenient sampling was used. A sample size of 100
students was used to conduct the research. At first the students were asked whether they have received any
service from the customer care center or call center of mobile operators.
5. Data Analysis & Findings
Firstly, Reliability and internal consistency of the multi item scales for each of the constructs were
measured using Cronbach Coefficient Alpha. Reliability refers to the consistency, stability and repeatability
of a data collection method. The minimally acceptable reliability for primary research should be in the
range of point five to point six stated by Nunnally (1967). Based on the assessment a total of 20 items
measuring the constructs were ready to use for doing mean average. Coefficient alpha values were
computed for each construct separately which ranged from point 0.6319 to 0.8171.
< Insert Table 2>
Once the reliability analysis was done then a mean value of the expectation and perception of each
dimension was calculated which were then compared using paired t-test to find out the service gap.
< Insert Table 3>
5.1. Hypothesis Testing
In this section hypothesis based on the SERVQUAL model were being analyzed.
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< Insert Table 4>
First hypothesis was H1, there is a difference between customer expectation and perception in terms of
tangible dimension in Customer care center of Bangladesh. According to the results in table 4, the observed
T in the scale of P<0.05 is significant, so differences can be seen between the expectations and perceptions
of the respondents related to the tangible dimension. So H1 is accepted.
< Insert Table 5>
Second hypothesis was H2, there is a difference between customer expectation and perception in terms of
reliability dimension in Customer care center of Bangladesh. According to the results in table 5, the
observed T in the scale of P<0.05 is significant, so differences can be seen between the expectations and
perceptions of the respondents related to the Reliability dimension. So H2 is accepted.
< Insert Table 6>
Third hypothesis was H3, there is a difference between customer expectation and perception in terms of
responsiveness dimension in Customer care center of Bangladesh. According to the results in table 6, the
observed T in the scale of P<0.05 is significant, so differences can be seen between the expectations and
perceptions of the respondents related to the Responsiveness dimension. So H3 is accepted.
< Insert Table 7>
Fourth and last hypothesis was H4, There is a difference between customer expectation and perception in
terms of empathy dimension in Customer care center of Bangladesh. According to the results in table 7, the
observed T in the scale of P<0.05 is significant, so differences can be seen between the expectations and
perceptions of the respondents related to the Empathy dimension. So H4 is accepted.
5.2 Comparison of Gaps
< Insert Table 8>
From the above table it can infer that the customers are very much unhappy. So it can be concluded that a
significant shortfall in meeting customer expectation across all service dimension .Customers are more
dissatisfied about the Empathy and Reliability aspect of the Customer Care Center as the service gap in this
dimensions are -0.7555 and -0.7774. As the reliability dimension indicates the ability of the customer care
staffs to deliver promised service and according to the result they fail to do so. And Empathy indicated that
they fail to understand the customer’s specific needs, so the service experience in customer care center is
not very pleasant for the subscribers of the mobile phone industry of Bangladesh.
5.3 Limitation
The study had some limitation also. Firstly the study used convenient sample more specifically the
university students of Dhaka city, Bangladesh and many arguments in favor and against the convenience
sampling method. Several authors have enumerated the dangerous of using student samples in research
(Beltramini1983; Oakes 1972).There are also other dimension existing for service quality so further
research can be conducted to measure those dimension.
6. Conclusion & Recommendation
From the analysis done it was seen that in all the dimensions there were significant differences. This means
there was service gap in all the four dimensions. Empathy dimension has the highest gap with a gap score
of -0.7774. On the other hand, tangible dimension has the lowest gap with a score of -0.6222 Therefore, it
could be inferred from the findings that the customers are not getting the services as they are expecting.
The following recommendation may help the mobile phone companies to improve their service. As they
have problems in Reliability and empathy more so these needs to addressed effectively
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• They should try to keep their promises to the customers.
• They should show their sincere interest in solving the problems of the patients.
• Their focus should be on providing the service accurately at the first time.
• Their reputation should be such that their service has error-free track records.
References
Beltramini, R. F. (1983), "Student Surrogates in Consumer Research", Journal of the Academy of
Marketing Science 11(4): 438-443.
Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1988),``The service quality puzzle'', Business Horizons,
September-October, pp. 35-43.
Bitner, M. J., & Zeithaml, V. A. (2003). Service marketing, third edition. New Delhi: Tata McGraw Hill.
Brown, S.W. & Bitner, M.J. (2007). Mandating a service revolution for marketing. in Lush, R.F. & Vargo,
S.L. (Eds). The Service-Dominant Logic of Marketing: Dialog, Debate and Directions (pp. 393-405).
Armonk, NY: M.E. Sharp.
Friday, S., and Cotts, D. G. (1995). The Facility Management: A Marketing and Customer Service
Approach. Wiley & Sons.
Gilbert A. Churchill, Jr. and J. Paul peter. (1999) Marketing: creating value for customers, Tata McGraw
Hill.
Gilmore, A. (2001) ‘Call Centre Management: is service quality a priority’, Managing Service Quality, vol.
11, no. 3 pp. 153-159.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., & Schlesinger, L.A. (1994). Putting the service
profit chain to work, Harvard Business Review, Mar-Apr, 164-174.
Kotler, P. (1999). Marketing Management, millennium edition. India: Prentice-Hall.
Lewis, B.R. (1989). Quality in Service Sector –A Review. International Journal of Brand Marketing, 7(5),
4-12.
Nunnally, J. C. (1967), Psychometric theory, Tata McGraw-Hill Education.
Oakes, W. (1972), "External validity and the use of real people as subjects", American Psychologist 27(10):
959–962.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its
implications for future research, Journal of Marketing, Vol. 49, p.41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1993). Research note: more on improving service quality
measurement. Journal of Retailing, 69(1), 140-147.
Stonebraker, P.W., Leong, G.K. (1994) “Operations Strategy: Focusing Competitive Excellence”.
Notes
1.http://www.btrc.gov.bd/newsandevents/mobile_phone_subscribers/mobile_phone_subscribers_october_2
011.php
Table 1: Subscriber Base of Mobile Operators in Bangladesh
Operators Active Subscribers in Million
Grameen Phone Ltd. (GP) 35.691
Orascom Telecom Bangladesh Limited (Banglalink) 22.681
Robi Axiata Limited (Robi) 15.555
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Airtel Bangladesh Limited (Airtel) 5.570
Pacific Bangladesh Telecom Limited (Citycell) 1.736
Teletalk Bangladesh Ltd. (Teletalk) 1.207
Total 82.442
* As per BTRC, October 2011.
Table 2: Reliability Analysis
Dimension Number of Items Alpha Values
Tangible Expectation 2 .7632
Tangible Perception 2 .6683
Reliability Expectation 3 .7256
Reliability Perception 3 .7758
Responsiveness Expectation 2 .7677
Responsiveness Perception 2 .7650
Empathy Expectation 2 .7783
Empathy Perception 2 .6319
Service Experience 2 .8171
Total 20
Table 3: Paired Samples Test
Paired Samples Test
Paired Differences t df Sig. (2-
Mean Std. Std. 95% Confidence tailed)
Deviation Error Interval of the
Mean Difference
Lower Upper
Pair 1 TAN.EXP-TAN.PER .6222 .7320 .1091 .4023 .8421 5.702 99 .000
Pair 2 RELI.EXP-RELI.PER .7556 .9250 .1379 .4777 1.0334 5.480 99 .000
Pair 3 RESP.EXP- .6556 1.1717 .1747 .3035 1.0076 3.753 99 .001
RESP.PER
Pair 4 EMP.EXP - .7778 1.0529 .1570 .4615 1.0941 4.955 99 .000
EMP.PER
Table 4: Hypothesis Testing for Tangible Dimensions
Mean S t P
Expectations (E) 4.2222 . 5493 5.702 .000
Perceptions (P) 3.6000 .5600
Gap Score (P-E) -0.6222
Table 5: Hypothesis Testing for Reliability Dimensions
Mean S t P
Expectations (E) 3.9481 .6434 5.480 .000
Perceptions (P) 3.1926 .7159
Gap Score (P-E) -0.7555
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Table 6: Hypothesis Testing for Responsiveness Dimensions
Mean S T P
Expectations (E) 3.8778 .7163 3.753 .001
Perceptions (P) 3.2222 .7874
Gap Score (P-E) -0.6556
Table 7: Hypothesis Testing for Empathy Dimensions
Mean S t P
Expectations (E) 3.9333 .7119 4.955 .000
Perceptions (P) 3.1556 .6642
Gap Score (P-E) -0.7774
Table 8: Service GAP Analysis
Dimension Gap Score
Tangible -0.6222
Reliability -0.7555
Responsiveness -0.6556
Empathy -0.7774
Total Gap -2.8107
Average Gap .702675
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