This document summarizes a study that assessed the quality of customer service at local restaurants ("chop bars") in Koforidua, Ghana. A survey of 200 customers and interviews with chop bar owners were conducted. The study found that 70% of customers were satisfied with service quality, but 30% were not, indicating gaps in tangibles, reliability, responsiveness, assurance, and empathy. The document reviews literature on service quality dimensions and models to evaluate the chop bars based on these factors in order to identify areas for improvement.
The document evaluates the quality of services provided by the store of an agricultural school using the SERVQUAL model. A questionnaire was administered to 84 customers assessing expectations and perceptions of reliability, responsiveness, security, empathy and tangibility. Security and empathy were found to be the most significant dimensions. The findings can help small businesses improve services by focusing on these dimensions.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
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
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
This document discusses using the SERVQUAL model to assess service quality and customer satisfaction in grocery stores in Umea, Sweden. It provides background on key concepts of service quality, customer satisfaction, and the SERVQUAL model. The study aims to determine how applicable the SERVQUAL model is in measuring service quality in grocery stores from the perspective of students in Umea. A questionnaire was developed based on SERVQUAL and distributed to students. The findings showed that SERVQUAL was not a good fit for grocery stores as some dimensions overlapped or were associated with more than one component. Service quality perceptions were also found to be lower than expectations across all dimensions, indicating low overall customer satisfaction.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
This document provides an overview of Laura Chen's research study on evaluating service quality at Company A using Importance-Performance Analysis. The study aims to explore how service quality influences customer satisfaction and identify areas of high importance and low performance that Company A needs to improve. The document includes sections on background literature on key concepts like service quality, customer satisfaction, and Importance-Performance Analysis. It also describes the research methodology which involves distributing a questionnaire to customers, analyzing the data using statistical tests like paired t-tests, ANOVA, and factor analysis, and generating an Importance-Performance matrix to identify improvement priorities. The results are intended to help Company A develop strategies to increase customer satisfaction by focusing on attributes of high importance and low performance.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
The document evaluates the quality of services provided by the store of an agricultural school using the SERVQUAL model. A questionnaire was administered to 84 customers assessing expectations and perceptions of reliability, responsiveness, security, empathy and tangibility. Security and empathy were found to be the most significant dimensions. The findings can help small businesses improve services by focusing on these dimensions.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
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
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
This document discusses using the SERVQUAL model to assess service quality and customer satisfaction in grocery stores in Umea, Sweden. It provides background on key concepts of service quality, customer satisfaction, and the SERVQUAL model. The study aims to determine how applicable the SERVQUAL model is in measuring service quality in grocery stores from the perspective of students in Umea. A questionnaire was developed based on SERVQUAL and distributed to students. The findings showed that SERVQUAL was not a good fit for grocery stores as some dimensions overlapped or were associated with more than one component. Service quality perceptions were also found to be lower than expectations across all dimensions, indicating low overall customer satisfaction.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
This document provides an overview of Laura Chen's research study on evaluating service quality at Company A using Importance-Performance Analysis. The study aims to explore how service quality influences customer satisfaction and identify areas of high importance and low performance that Company A needs to improve. The document includes sections on background literature on key concepts like service quality, customer satisfaction, and Importance-Performance Analysis. It also describes the research methodology which involves distributing a questionnaire to customers, analyzing the data using statistical tests like paired t-tests, ANOVA, and factor analysis, and generating an Importance-Performance matrix to identify improvement priorities. The results are intended to help Company A develop strategies to increase customer satisfaction by focusing on attributes of high importance and low performance.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
Factors behind brand switching in Telecommunication industryJustice Majaji
This document is a dissertation submitted by Majaji Nyasha Justice to the University of Zimbabwe in partial fulfillment of a Bachelor of Business Studies Honours Degree in Marketing. The dissertation examines factors behind brand switching in Zimbabwe's telecommunications industry, with a focus on Telecel Zimbabwe. It includes a literature review on key topics such as brand switching, brand loyalty, price, service quality and trust. The methodology section describes the research design, data collection methods, sample size and data analysis techniques. The findings and analysis chapters present the results of the study and examine how various factors like price, service quality, trust and loyalty impact customers' decisions to switch brands. Recommendations are provided to help Telecel Zimbabwe reduce churn rates.
A detailed study how the services of food and beverages carries on of 3 Star & 4 Star hotels of kolkata. It is submitted and scrutinized by DR.NANDA BARUA.
This document provides an overview of a research project conducted by Abhishek Pandit to fulfill the requirements for a Master of Business Administration degree. The research project examines service quality at Dada Motors in Ludhiana using the SERVQUAL scale. The document includes an introduction outlining the research topic and objectives, a literature review on key concepts like service quality and the SERVQUAL scale, and an outline of the research methodology and findings. The research aims to assess which service quality dimensions are most important to customers of an automotive service center and to evaluate the service delivered based on customer perspectives.
Effect of Quality of Service and Location on Satisfaction Customer at Pt. Per...YogeshIJTSRD
This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
Service quality measurement and customers perception about the services of su...IAEME Publication
This document summarizes a research study on measuring customer perceptions of service quality at supermarkets. The study uses the SERVQUAL model to assess customer expectations and perceptions across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The researchers administered SERVQUAL surveys to customers of a supermarket called XYZ to analyze gaps between customer expectations and perceptions of service quality. The goal was to identify areas of weak service quality that require improvement in order to increase customer satisfaction.
Service quality and customer satisfaction related to Insurance industrykdore
Early researchers focused mostly on Banking, healthcare, retail, education etc
What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry?
Does Service Quality affect on Customer Satisfaction in Life Insurance Industry?
What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
Customer expectations and perceptions of service quality of mobile phoneIAEME Publication
This document analyzes customer expectations and perceptions of service quality among the top five mobile phone service providers in Kerala, India using the SERVQUAL model. A survey was conducted of 238 mobile phone users to evaluate service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Gap analyses were presented for each service provider comparing customer expectations to perceptions for the reliability and assurance dimensions. The analyses revealed gaps between expectations and perceptions for most providers and dimensions, with Vodafone showing the largest gaps of 48% for assurance and 32% for reliability.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
Kesavan Namboodiri has over 17 years of experience in supply chain management, procurement, and contract management. He currently works as a Senior Manager of Contracting and Supplier Relationship Management at AstraZeneca Pharma India Ltd., where he manages all aspects of the contract lifecycle including negotiation, performance reviews, and issue resolution. He has a proven track record of reducing costs, optimizing suppliers, and ensuring compliance.
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.
This document discusses various aspects of services management. It begins by defining services and listing their key characteristics, such as being intangible and simultaneously produced and consumed. It then discusses how to measure service quality using five dimensions: reliability, responsiveness, assurance, empathy and tangibles. The role of a service operations manager is described as overseeing both production and marketing functions with a focus on customer experience. Various types of services available in modern markets are outlined. Methods for forecasting demand for services are explained, including subjective, causal and time series methods. Key concepts in marketing services effectively are discussed, including the marketing mix of product, price, place, promotion, people, evidence and process management. Medical transcription is presented as an example
This document describes a student project to develop a customer feedback system for restaurants. It discusses collecting customer feedback to improve customer satisfaction and business success. The proposed system would expand an existing feedback collection process. It would investigate factors influencing customer satisfaction and design a questionnaire to measure current satisfaction levels. The goal is to accurately interpret customer data and provide recommendations to help the business. The system would be a mobile app allowing multi-location, multi-lingual feedback collection with notification alerts and comparative reports. It aims to represent feedback visually to help owners better understand customer opinions.
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.
This document provides an introduction to services and service marketing. It defines services as intangible products that are deeds, processes, or performances provided by one entity to another. The key concepts of service industries, products, and customer service are explained. Services are described as intangible, inseparable, perishable, heterogeneous, and simultaneously produced and consumed. The challenges of managing services and differences between services and goods are outlined. The large contribution of the service sector to Nepal's GDP and employment is noted. The 7Ps of service marketing and development of the service marketing concept are described. Internal, external, and interactive aspects of the service marketing triangle are explained.
This document discusses several key challenges in services marketing. It identifies intangibility, inseparability, and heterogeneity as inherent characteristics of services that make them difficult to standardize and control quality. Other challenges include managing customer expectations, defining and measuring quality, designing effective customer organizations, and positioning services in the marketplace against competitors. Overall, the document outlines the complex nature of services and highlights areas services marketers must address, such as customization, training employees, and emphasizing quality to overcome issues related to intangibility and heterogeneity.
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
Factors behind brand switching in Telecommunication industryJustice Majaji
This document is a dissertation submitted by Majaji Nyasha Justice to the University of Zimbabwe in partial fulfillment of a Bachelor of Business Studies Honours Degree in Marketing. The dissertation examines factors behind brand switching in Zimbabwe's telecommunications industry, with a focus on Telecel Zimbabwe. It includes a literature review on key topics such as brand switching, brand loyalty, price, service quality and trust. The methodology section describes the research design, data collection methods, sample size and data analysis techniques. The findings and analysis chapters present the results of the study and examine how various factors like price, service quality, trust and loyalty impact customers' decisions to switch brands. Recommendations are provided to help Telecel Zimbabwe reduce churn rates.
A detailed study how the services of food and beverages carries on of 3 Star & 4 Star hotels of kolkata. It is submitted and scrutinized by DR.NANDA BARUA.
This document provides an overview of a research project conducted by Abhishek Pandit to fulfill the requirements for a Master of Business Administration degree. The research project examines service quality at Dada Motors in Ludhiana using the SERVQUAL scale. The document includes an introduction outlining the research topic and objectives, a literature review on key concepts like service quality and the SERVQUAL scale, and an outline of the research methodology and findings. The research aims to assess which service quality dimensions are most important to customers of an automotive service center and to evaluate the service delivered based on customer perspectives.
Effect of Quality of Service and Location on Satisfaction Customer at Pt. Per...YogeshIJTSRD
This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
Service quality measurement and customers perception about the services of su...IAEME Publication
This document summarizes a research study on measuring customer perceptions of service quality at supermarkets. The study uses the SERVQUAL model to assess customer expectations and perceptions across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The researchers administered SERVQUAL surveys to customers of a supermarket called XYZ to analyze gaps between customer expectations and perceptions of service quality. The goal was to identify areas of weak service quality that require improvement in order to increase customer satisfaction.
Service quality and customer satisfaction related to Insurance industrykdore
Early researchers focused mostly on Banking, healthcare, retail, education etc
What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry?
Does Service Quality affect on Customer Satisfaction in Life Insurance Industry?
What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
Customer expectations and perceptions of service quality of mobile phoneIAEME Publication
This document analyzes customer expectations and perceptions of service quality among the top five mobile phone service providers in Kerala, India using the SERVQUAL model. A survey was conducted of 238 mobile phone users to evaluate service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Gap analyses were presented for each service provider comparing customer expectations to perceptions for the reliability and assurance dimensions. The analyses revealed gaps between expectations and perceptions for most providers and dimensions, with Vodafone showing the largest gaps of 48% for assurance and 32% for reliability.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
Kesavan Namboodiri has over 17 years of experience in supply chain management, procurement, and contract management. He currently works as a Senior Manager of Contracting and Supplier Relationship Management at AstraZeneca Pharma India Ltd., where he manages all aspects of the contract lifecycle including negotiation, performance reviews, and issue resolution. He has a proven track record of reducing costs, optimizing suppliers, and ensuring compliance.
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.
This document discusses various aspects of services management. It begins by defining services and listing their key characteristics, such as being intangible and simultaneously produced and consumed. It then discusses how to measure service quality using five dimensions: reliability, responsiveness, assurance, empathy and tangibles. The role of a service operations manager is described as overseeing both production and marketing functions with a focus on customer experience. Various types of services available in modern markets are outlined. Methods for forecasting demand for services are explained, including subjective, causal and time series methods. Key concepts in marketing services effectively are discussed, including the marketing mix of product, price, place, promotion, people, evidence and process management. Medical transcription is presented as an example
This document describes a student project to develop a customer feedback system for restaurants. It discusses collecting customer feedback to improve customer satisfaction and business success. The proposed system would expand an existing feedback collection process. It would investigate factors influencing customer satisfaction and design a questionnaire to measure current satisfaction levels. The goal is to accurately interpret customer data and provide recommendations to help the business. The system would be a mobile app allowing multi-location, multi-lingual feedback collection with notification alerts and comparative reports. It aims to represent feedback visually to help owners better understand customer opinions.
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.
This document provides an introduction to services and service marketing. It defines services as intangible products that are deeds, processes, or performances provided by one entity to another. The key concepts of service industries, products, and customer service are explained. Services are described as intangible, inseparable, perishable, heterogeneous, and simultaneously produced and consumed. The challenges of managing services and differences between services and goods are outlined. The large contribution of the service sector to Nepal's GDP and employment is noted. The 7Ps of service marketing and development of the service marketing concept are described. Internal, external, and interactive aspects of the service marketing triangle are explained.
This document discusses several key challenges in services marketing. It identifies intangibility, inseparability, and heterogeneity as inherent characteristics of services that make them difficult to standardize and control quality. Other challenges include managing customer expectations, defining and measuring quality, designing effective customer organizations, and positioning services in the marketplace against competitors. Overall, the document outlines the complex nature of services and highlights areas services marketers must address, such as customization, training employees, and emphasizing quality to overcome issues related to intangibility and heterogeneity.
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
This document discusses service excellence and leadership. It covers the relationship between service quality, productivity, and profitability. Measuring service quality involves both quantifiable and non-quantifiable measures. There are five key dimensions of service quality - assurance, empathy, reliability, responsiveness, and tangibility. Collecting customer feedback is important for performance appraisal, becoming a customer-focused organization, and driving customer growth. Tools like fishbone diagrams, Pareto charts, and blueprinting can be used to analyze service quality problems. Productivity refers to output based on inputs while effectiveness is meeting objectives. Refining service productivity involves focusing on customer satisfaction and continuous improvement.
DETERMINANTS OF MOBILE COMMERCE CUSTOMER LOYALTY IN MALAYSIADevesh Shukla
1.Background of the study
2.Objectives and Beneficiaries
3.Literature Review
4. 7 e-SQ Dimensions
5.Proposed Research model
6.Findings
7.Limitations
8.Conclusion
Application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to measure customer perceptions of service quality in the mobile operator industry in Bangladesh. The SERVQUAL model identifies five key dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy. The study collected data through customer surveys measuring these five dimensions. It hypothesized and found significant gaps between customer expectations and perceptions for four of the dimensions. The study concludes mobile operators in Bangladesh are not meeting customer satisfaction and need to take steps to minimize these gaps.
This document outlines a study conducted to identify service quality gaps for a college mess (cafeteria) using the SERVQUAL model. The study involved a literature review on service quality dimensions and models. Primary data was collected through a questionnaire from 100 students and analyzed using factor analysis and t-tests. Seven factors of service quality were identified. Results found a significant gap between student expectations and perceptions of service quality. Recommendations include improving reliability through on-time delivery of nutritious food, and improving employee assurance through training to better serve students.
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
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.
Leadership plays a critical role in implementing a total quality management program in an
organization. Leaders must develop a quality policy and plans to implement it, take responsibility
for reviewing and improving the policy, and ensure it is understood at all levels. They must act as
role models, develop clear strategies and supporting plans to achieve quality objectives, and
communicate and motivate employees to participate in quality initiatives. A real example is
provided of a company called PCAA that failed to establish effective leadership, which negatively
impacted their quality management system efforts despite pursuing ISO 9001 certification.
Effect of Product Quality and Service Quality toward Customer Satisfaction Ca...ijtsrd
This research was conducted aimed at 1 Knowing the quality of products at Uncle K Restaurants, 2 Knowing the quality of services at Uncle Restaurants, 3 Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, 4 Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, 5 Knowing simultaneously simultaneously the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling simple random sample sampling technique is named so because in taking the sample, researchers mix the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that 1 Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, 2 Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, 3 There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient R of 0.728 and a coefficient of determination R 2 of 0.529. This means that 52.9 of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 is determined. Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf Paper URL: https://www.ijtsrd.com/management/randd-management/29303/effect-of-product-quality-and-service-quality-toward-customer-satisfaction--case-study-at-k-uncle-restaurant-at-pt-benua-penta-global/robinson-nainggolan
11.application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to evaluate customer service quality in the mobile operator industry in Bangladesh. The SERVQUAL model measures service quality as the gap between customer expectations and perceptions. The study collected data through surveys assessing customer perceptions on four SERVQUAL dimensions: tangibles, reliability, responsiveness, and empathy. Statistical tests found significant gaps between expectations and perceptions on all four dimensions, indicating that customer service is not meeting customer satisfaction in Bangladesh mobile operators. The study concludes with recommendations to minimize these gaps and improve customer satisfaction.
4. hapzi ali, et al., 2016, customer satisfaction, ijbcnet, mercu buana univv...Hapzi Ali
This document summarizes a research study on factors influencing customer satisfaction at fast food restaurants in Bandung, Indonesia. The study examined the impact of pricing (X1) and service quality (X2) on customer satisfaction (Y). A survey was conducted measuring these variables, and multiple linear regression analysis was used. The results showed that pricing and service quality both had a positive impact on customer satisfaction. Pricing and service quality together also had a significant impact on customer satisfaction. The study provides insight into how fast food restaurants can improve customer satisfaction through pricing strategies and service quality.
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
Mba project report on service quaity of companies / banksmba project reports
This document summarizes a study analyzing service quality gaps at Saudi Consolidated Electric Company in the Eastern Province (SCECO-EAST) using the SERVQUAL model. The study found that Gap 3, the difference between service delivery and expectations, had the largest negative impact on perceived service quality. Frontline staff also identified Gap 4, the difference between promised service and delivered service, as contributing to problems, but to a lesser degree than Gap 3. The document analyzes survey results from managers and frontline staff to evaluate gaps based on SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy.
This document is a project report submitted by Sangeeth A.S. for the partial fulfillment of an MBA degree. The report studies customer preference at Ambadi Regency hotel in Guruvayoor, Kerala. It includes sections on introduction and objectives, literature review, data analysis, findings, suggestions, and conclusion. The introduction provides background on customer preference and outlines the primary and secondary objectives of analyzing customer preference levels and identifying suggestions at Ambadi Regency.
Here are the key causes and solutions to gap 2:
Causes:
- Inadequate service quality specifications and standards
- Lack of integration between departments in developing service standards
Solutions:
- Define clear, measurable service quality standards based on customer expectations
- Involve all departments in developing and agreeing on service standards
- Train employees on service standards and empower them to meet standards
- Monitor service delivery against standards and take corrective action for any gaps
Closing the gap involves setting the right service quality standards based on customer research and ensuring a coordinated effort across departments to deliver to those standards. Regular monitoring and improvement is also important.
This document summarizes a study analyzing service quality gaps at an electric company in Saudi Arabia using the SERVQUAL model. The study found that Gap 3 (difference between expected and actual service performance) had a greater impact on perceived quality than the other gaps. Frontline staff also agreed Gap 4 (difference between promised service and actual delivery) contributed to problems to a lesser degree than Gap 3. The document outlines the SERVQUAL methodology used, including surveys of customers, frontline staff, and managers to measure expectations and perceptions across five service quality dimensions. Analysis of the results showed Gap 1 (difference between customer expectations and manager perceptions) existed for some dimensions.
The document discusses research methodology for a study on service quality in the Indian airline industry. The objectives are to study service quality dimensions, compare different airlines' service quality, and understand any gaps between management and customer perceptions. The research design is descriptive. Data was collected through primary customer questionnaires and secondary sources. A non-probability convenience sample of 200 customers was used. Limitations include only studying 4 airlines and domestic services due to constraints. The document then discusses the concept of services, their key characteristics, classifications, and the tangibility spectrum. It notes that marketing of services differs from products, with an expanded marketing mix that includes more process and people elements.
A Review On Dimensions Of Service Quality ModelsMaria Perkins
The document summarizes several models of measuring service quality that have been developed over time. It discusses the Grönroos model from 1984 which identified technical quality, functional quality, and corporate image as key dimensions. It then examines the GAP model from 1985 which identified five gaps between expected and perceived service quality: the knowledge gap, policy gap, delivery gap, communications gap, and service quality gap. Finally, it outlines ten determinants of service quality that consumers use, including reliability, responsiveness, competence, access, courtesy, communication, and credibility.
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Service quality among selected chop bar (local restaurants) operators in koforidua, eastern region, ghana.
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol.5, No.19, 2013
49
Service Quality among Selected ‘Chop Bar’ (local restaurants)
Operators in Koforidua, Eastern Region, Ghana.
Samuel Ayittah Kwabena1*
, Yaw Brew2
, and Samuel Addae-Boateng3
Dr. S (University of Electronic Science and Technology, PRC) and
Department of Marketing, Koforidua Polytechnic, Eastern Region, Ghana
*E-mail of the corresponding author: samuelayittah@ymail.com
Abstract
The study assessed the quality of customer service delivered by ‘chop bar’ (local restaurants) operators and
satisfaction levels among customers in Koforidua. Snowball sampling was used in selecting 5 chop bars. A
sample of 200 customers was used. Purposive sampling was used to select and interview owners of the chop
bars. Self-administered questionnaire comprising 17 close-ended and 3 open-ended questions were used. 14 of
the 17 questions were designed on Likert 5-point attitude evaluation scale. The study indicated that 70% of the
customers are satisfied with service quality of the chop bars, but 30% are not. This means that there are still
significant service quality gaps in terms of tangibles or physical evidence, reliability, responsiveness, assurance,
and empathy (Parasuraman et al., 1985) that the chop bars must endeavour to close to improve customer service
delivery, loyalty and business growth.
Key words: tangibles; reliability; responsiveness; assurance, and empathy.
1. Introduction
There is no doubt that competition has become more intense across industries. Consequently, many
organizations have realized that it is no longer enough to compete on the traditional elements of marketing,
namely: product quality, promotion, distribution, and price only. In view of this, most contemporary
organizations that are success-oriented are gradually realizing how effective and competitive customer service or
customer care strategy can be used to differentiate their products and services from the competition to facilitate
customer loyalty and long-run business survival. “Chop bars” (local restaurants) in Koforidua are not left out in
this trend. Chop bars play a very important economic and cultural roles in the tourism and hospitality industry in
Ghana, especially in Koforidua. In addition to creating jobs for people, they make tourists in the region,
especially the foreign ones have a feel of typical local Ghanaian dishes. However, the quality of customer service
delivery among most of the bars seems to be mediocre. The study attempts to examine the quality of customer
service delivery at these chop bars to identify service delivery gaps that should be filled to improve customer
satisfaction and loyalty.
1.1 The Problem
The fact that chop bars provide breakfast, especially launch, and in some instances supper for workers
and tourists in Koforidua, ranging from a set of people in both the public and private sectors indicates that chop
bars are engaged in a very important economic activity in Koforidua. But then with the level of competition ever
intensifying entities that operate in this sector must be competitive enough to remain in this lucrative sector. As
indicated in the introduction, customer service has become a key tool for creating competitive advantage for
facilitating sustainable customer loyalty of every business enterprise today. In spite of this, customer service
practices among chop bar operators seem to leave much to be desired. This is because customers often complain
about one form of dissatisfaction or the other after patronizing most of these chop bars. As a result, most chop
bars have existed for ten years or even more but have not been able to grow significantly. The study attempts to
assess the quality of customer service among five chop bars in Koforidua to identify customer service gaps that
need to be filled to serve as a guide for improving service quality to facilitate customer loyalty and business
growth.
1.2 General Objective
The study assesses the quality of customer service among five chop bars in Koforidua to identify service
gaps that need to be filled to serve as a guide to improve service quality.
1.3 Specific Objectives
The study evaluated the tangibles of these chop bar; reliability of staff in delivering service quality;
responsiveness of staff to customers; level of assurance of staff give to customers; and the level of empathy of
staff towards customers.
1.4 Research Questions
The following are the research questions: What is the quality of tangibles of these chop bars? How reliable
are staff of these chop bars in customer service delivery? What is the level of responsiveness of staff to
customers? What is the assurance level staff give customers? How empathetic are staff towards customers?
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1.5 Significance of the Study
The study will identify the possible customer service gaps and suggest to management and staff how to
develop improvement strategies to scale up service quality. Furthermore, it will serve as a source of secondary
data for academics and marketers who would want to conduct similar research.
1.6 Scope of the Study
The study focused on chop bars in Koforidua. It included customers, staff and management of these chop
bars due to lack of time and funds for a larger scale of work.
1.7 Limitations of the Study
Financial constraints: The researchers’ work was not funded and so was funded from the researchers’
meager income and affected the sample size and quantity of data gathered for the study. Data: Secondary data
were inadequate for the literature review of the study as the researchers wished they could gather more current
information. Sampling method: Because data on chop bar activities are not readily available, non-probability
sampling technique such as snow balling, accidental and purposive were used in spite of their inherent weakness
of not affording every element in the population equal opportunity of being selected for the study.
2.0 LITERATURE REVIEW
Service quality is influenced by expectations, process quality and output quality. In other words, the
standard of service is defined by customers who have experienced that service and used their experience and
feelings to form judgement (Chen et al., 2001). Customer service quality and customer satisfaction are so closely
related that one can hardly talk about one without the other. A development of service quality by Gronroos
(1984a) distinguishes between ‘technical’ and ‘functional’ quality:
i. Technical quality refers to the relatively quantifiable aspect of a service that consumers receive in their
interaction with a service firm. It forms important bases for judging service quality because it can easily be
measured by both customer and service provider. Examples of technical quality include the waiting time at a
chop bar and the reliability of its services. This, however, is not the only element that makes up perceived
service quality.
ii. Functional quality: Because services involve direct consumer-producer interaction, consumers are also
influenced by how the technical quality is delivered to them. This is what Gronroos describes as functional
quality and cannot be measured as objectively as the elements of technical quality. In the case of queues at these
chop bars, functional quality is influenced by such factors as the environment in which queuing takes place and
customers’ perceptions of the manner in which queues are handled by staff of the restaurant. Gronroos also sees
an important role for a service firm’s corporate image in defining customers’ perceptions of quality, with
corporate image being based on both technical and functional quality. See figure 1.
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2.1 Service Quality Management
According to Palmer (2008) ‘quality is determined by the difference between what a customer expects
and the perceived level of actual performance’. These findings have evolved from a set of qualitative marketing
research procedures, culminating in quantitative technique for measuring service quality that is known as
SERVQUAL (Parasuraman et al., 1985). The SERVQUAL model has been widely applied in the service
industry. The SERVQUAL model can be used by companies to better understand the expectations and
perceptions of their customers. It is applicable across a broad range of services industries and can be easily
modified to take account of the specific requirements of a company. In a nutshell, the model provides a
framework or guideline for an investigatory instrument, which can be adapted or added to as needed.
SERVQUAL is originally based on a generic 22-item questionnaire, which is designed to cover five broad
dimensions of service quality that the research team consolidated from their original qualitative investigations.
The five dimensions covered, with some description of each of them are as follows:
2.2 Dimensions for Evaluating Service Quality
Based on this service-quality model, researchers have identified the following five determinants of service
quality in order of importance (Berry and Parasuraman, 1985):
i. Reliability: Ability to perform the promised service dependably with consistency and accuracy.
Reliability means performing the service right the first time.
ii. Responsiveness: The willingness to help customers and to provide prompt service.
iii. Assurance: The knowledge and courtesy of employees and their ability to convey trust and
confidence.
iv. Empathy: The provision of caring and individual attention to customers’ problems.
v. Tangibles: The appearance of physical facilities, such as cutlery and furniture sets, television and
radio sets, the building, equipment, personnel, communication materials, etc.
Inability of any firm to meet these criteria reduces quality of customer service delivery. The model,
shown in figure 2, identifies five (5) gaps that cause unsuccessful quality customer service delivery.
2.3 Gaps that cause unsuccessful Quality Service Delivery
Parasuraman, Zeithaml, and Berry (1985) identified five gaps that cause unsuccessful quality service delivery:
i. Gap between customer expectation and management perception: Management does not always correctly
perceive what consumers want. For example, management of these chop bars may think that customers always
want standardized service, but customers may want local dishes with more customized services.
ii. Gap between management perception and service-quality specification: Management might correctly perceive
customers’ wants, but not set specific performance standard. For example, the chop bars’ managers may tell
attendants to give fast service without specifying it in minutes.
iii. Gap between service-quality specifications and service delivery: Personnel might be poorly trained,
incapable, poorly motivated, unwilling to meet the standard; or they may be held to conflicting standards, such
as taking time to listen to customers and serving them fast.
iv. Gap between service delivery and external communications: Customer expectations are affected by
statements made by company representatives and advertisements. For example, if the chop bars’ advertisements
and brochures show beautiful buildings, but customers arrive and find the interior decor to be cheap and tacky
looking, external communications have distorted the customers’ expectations.
v. Gap between perceived service and expected service: This gap occurs when the customer misperceives the
service quality. For example, top-official of these chop bars may keep calling key customers on cell phones to
show care, but some of them may interpret this as an indication that something is really wrong with their persons
which the chop bar management perhaps wants to find out.
According to McDaniel, Lamb, and Hair (2006) “when any one or more of these gaps are large, customers
perceive service quality to be low. As the gaps shrink, customers perceive improvement in service quality.” This
implies that managers of service organizations such as ‘’chop bars’’ should always endeavor to close these gaps
as soon as they are detected.
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Figure 2: SERVQUAL GAP MODEL
Consumer
The Restaurant
Source: A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, “A Conceptual model of Service Quality
and its implication for Future Research,” Journal of Marketing, 49 (1985): 41-50.
This framework was used to guide this study in measuring customer service quality and satisfaction
levels among customers of the selected chop bars. Literature on the topic indicates that, while the majority of
research suggests that service quality is a vital antecedent to customer satisfaction (Parasuraman et al., 1985;
Cronin and Taylor, 1992), there is also evidence to suggest that satisfaction may be a vital antecedent of service
quality (Bitner, 1990). Irrespective of which view is taken, the fact remains that the relationship between
satisfaction and service quality is strong when examined from either direction.
Thus, satisfaction affects assessment of service quality and assessment of service quality affects
satisfaction (McAlexander et al., 1994). This indicates that both are vital in helping buyers develop their future
purchase intentions. In an empirical study of the relationship between satisfaction and quality, Iacobucci,
Ostrom, and Grayson (1995) concluded that the key difference between the two constructs is that quality relates
to managerial delivery of the service while satisfaction reflects customers’ experience with that of service. They
also advanced a very important argument that quality improvements that are not based on customer needs (and
wants) will not lead to improved customer satisfaction. It is important that chop bars take note of this when
taking steps to improve service quality.
According to Salter J. M (1991) it is believed that 96 percent of dissatisfied customers never complain; 60
to 90 percent of these ‘’silent’’ dissatisfied customers will not buy from you again; 90 percent of those who
complain will not buy from you again. Although Salter’s statistics is alarming and may not necessarily be always
applicable in situations where customers are addicted to the company’s product or service; or where the
company enjoys monopoly, it is important that every firm should have a customer satisfaction program of which
customer service quality is an integral component.
Essentially, the Five Determinants of Service Quality as published by Berry and Parasuraman (1991) and
the Gap model of Service Quality published by Parasuraman, Zeithaml, and Berry (1985) formed the framework
for the study.
Word of mouth
communications
Personal needs
and wants
Past Experience
Expected service
Perceived services
GAP 5.
Service delivery
(including pre
post-contacts)
External
communication
s to consumers
GAP
4Translation of perception
into service-quality
specifications
GAP 3GAP
Management
perception of consumer
expectations
GAP 2
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3.0 METHODOLOGY
Profile of the five chop bars selected for the study
Abease Chop bar: Established in 1973 by Madam Opokua Dora, Abease is one of the most popular
chop bars in Koforidua. It is located after the Koforidua Polytechnic traffic light opposite Universal
Hostel along Koforidua – Accra road. The chop bar has twenty employees and serves local Ghanaian
dishes like fufu, banku, omotuo, and konkonte with assorted Ghanaian soups adored with various
species of meat and fish.
Big T Chop bar: Owned by Mr. Henry Dasinor, Big Tetteh (Big T) Chop bar was established in 1990.
It provides services like fufu, banku, omotuo and konkonte, assorted Ghanaian soups, meat and fish. In
addition to the chop bar is a drinking spot. The Chop bar is located at behind Jackson Park close to the
Municipal Assembly, with ten employees at the moment.
Nyame Bekyere Chop bar: Nyame Bekyere Chop bar is owned by Madam Victoria Letsu with a
family of five. It is located opposite Legion Hall, close to Barclays Bank. It was established in
December 1988 and specializes in making banku with either okro stew or soup. It has a total number of
ten (10) employees.
Enye Nyame Den Chop bar: εnyε Nyame Den is owned and managed by Mr. and Mrs. Oduro Anyaa.
It started in 1992 and now employs six workers. It is located adjacent to B. FOSTER along the
Koforidua railway line. It prepares fufu, banku, omotuo, konkonte and akple with various Ghanaian
soups and stews adored with various types of meat and fish.
Obaa Yaa Chopbar: Although it started in 2010, Obaa Yaa Chop bar is one of the most popular chop
bars in the New Juaben Municipality. It is owned and operated by Madam Abena Gyamfua and located
on the Koforidua Polytechnic - Oyoko highway, Abrewa Nkwanta and employs seven workers. It
provides dishes like fufu, banku and omotuo with various Ghanaian soups in addition to a drinking spot.
None of these chop bars has either a vision or mission statement.
3.1. Population of the Study: The population of the study is made up of the management, staff and customers of
these chop bars in the Koforidua.
3.2. Sample Size and Sampling Procedure: Due to time and financial factors and the fact that data on the
population of the study were not documented, non-probability sampling methods were used. Thus snowball
sampling was used in selecting the 5 chop bars. A sample size of 200 respondents was used. Convenience
sampling was used in selecting the 40 respondents for each of the chop bars involved in the study. Purposive
sampling was used to interview the owners and managers of the chop bars.
3.3. Instruments used to gather data: Given the objectives and nature of the target population, a self-
administered questionnaire comprising 17 close-ended and 3 open-ended questions used. 14 of the 17 questions
were designed on Likert 5-point scale. This was used to evaluate statements on a scale of agreement among
customers about their attitude to the chop bars’ customer service quality within the framework of the SERQUAL
model, i.e. tangibles or physical evidence, reliability, responsiveness, assurance, and empathy (Parasuraman et
al., 1985). In addition, unstructured personal interviews were conducted among the managers of the chop bars
for more insights. To observe things for themselves, the researchers went to these chop bars as customers and
bought food to have a fill of how staff perform customer service.
3.4. Procedure for Data Collection: It was not difficult obtaining data because all the chop bars were friendly and
happy about the project. The researchers were introduced to the customers of the chop bars. The management
entreated their customers co-operate with the researchers to achieve the objectives of the study. The
questionnaires were distributed personally by the researchers to customers and where necessary helped them out.
The researchers through personal interview also gathered information from customers, staff and managers.
Secondary data were gathered from text books, journals, internet, while primary data were gathered from the
customers through questionnaires and personal interviews. The personal interviews were used to gather data
from management.
3.5. Procedure for Data Analysis: Data collected from the primary source were sorted, edited, counted to
determine their respective frequencies and percentages. Descriptive statistical method was used. Tabulations and
cross-tabulations, and charts were used to present data.
4.0 RESULTS AND DISCUSSIONS
Questionnaires, interviews and observation were the main instruments used to gather primary data for the
study. Questionnaires were mainly used for customers, interviews were used for management and observations
were made for more insights. Descriptive statistic, tabulations, cross-tabulations, and charts were used to analyze
the data. 170 questionnaires were retrieved from the 200 administered. Out of the 170 retrieved, 144 were males
representing 84.7% while 26 were females representing 15.3%. See Table 1 of Appendix I.
4.1.0 GENERAL INFORMATION
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4.1.1 Gender distribution of respondents: More males (i.e. 84.7%) patronize chop bars than females (15.3%) and
this is most probably because most males do not cook in their home. See Table 2 of Appendix 1
4.1.2. A distribution of respondents’ age range (in years): Age 15-20 (5.9%) - this low percentage may be as
result of the fact that most people of this age brackets still live with their parents or relatives and therefore eat at
home. Most of the respondents fall within the following age brackets: 21-25 (38.8%), 26-30 (27.1%), and 31-35
(16.5%). These high percentages may be due to the fact that most people of these age brackets are working class
spinsters and bachelors who hardly eat at home, while respondents within the age brackets of 36-40 and 41 or
more are only (4.7%) and (7.1%) respectively. This indicates that although they belong to the active working
class, only few of them i.e. (4.7%) and (7.1%) respectively in these age brackets eat from chop bars. See Table 2
of Appendix I
4.1.3. A distribution of respondents’ occupations: 23.5% were trader/business, 20% were civil servants, 17.6%
were professionals, 20.0% were students and 18.8% were into other occupations. See Table 3 of Appendix I
4.1.4. Respondents’ ratings of quality of food: 20% believe that quality of the food is very high; 68.2% believe
that the quality is high, 10.6% are not sure of the quality, and 1.2% are not satisfied with the quality. This
indicates that most people who visit these chop bars enjoy the food but 11.8% think otherwise. Therefore these
chop bars should find out the causes of the indifference and the dissatisfaction among these customers. See Table
4 Appendix I
4.2.0 DIMENSIONS FOR EVALUATING SERVICE QUALITY
4.2.1. Reliability: i.e. ability to perform the promised service dependably with consistency and accuracy.
Statement: Staff are reliable in meeting customers’ expectations
41.2% strongly agree that the staff meet customers’ expectation, 36.5% agree, 16.5% are not sure, 2.4%
disagree, 3.5% strongly disagree, to the statement that customers can depend on staffs in meeting their
expectations. See Table 5 of Appendix I
4.2.2. Responsiveness: i.e. the willingness to help customers and to provide prompt service.
Statement: Staff are willing to provide prompt services
44.7% agree that staff deliver prompt service to customers, 24.7% strongly agree, 22.4% were not sure, 4.7%
strongly disagree and 3.5% disagree. See Table 6 of Appendix I
Statement: Staff are willing to help customers in difficulty
43.5% agree that staff show willingness to help customers in difficulties, 27.1% strongly agree, 17.6% were not
sure, 9.4% of them strongly disagree and 2.4% disagree. See Table 7 of Appendix I
4.2.3. Assurance: i.e. the knowledge and courtesy of employees and their ability to convey trust and confidence.
Statement: Staff are aware of their responsibility to customers
24.7% strongly agree, 52.9% agree, 9.4% were not sure and 9.4% disagree and 3.5% strongly disagree. In other
words, 77.6% agree that staff of chop bar services knows there duties, 12.9% disagree. See Table 8 of Appendix
I
Statement: Staff attitude inspire confidence and trust in customers
53% agreed that staff are inspire confidence and trust in serving their customers, 18.8% strongly agree, 17.6%
were not sure, 9.4% disagree and 1.2% strongly disagree.
In effect, 71.8% think that staff are to be trusted with much confidence. This means that staff of these chop bars
are trustworthy, 10.6% disagree that staff inspire confidence and trust. See Table 9 of Appendix I
Statement: Staff are courteous in providing service
47.1% agree that staffs care for customers, 23.5% strongly agree, 21.2% were not sure, 4.7% strongly disagree
and 3.5% disagree. In other words, 70.6% believe staffs of chop bar are caring, 8.2% disagree and 21.2% do not
know. See Table10 of Appendix I However, it was observed that most of the chop bar staff do not know how
important the customer is to the business.
4.2.4. Empathy: i.e. the provision of caring and individual attention to customers’ problems.
Statement: Staff are caring and give customers quality individual attention
51.8% agreed that staff give customers individual attention, 24.7% strongly agreed, 8.2% are not sure, 4.7%
strongly disagreed and 10.6% disagreed. Generally, most customers (76.5%) think that staff give individual
customer attention. See Table 11 of Appendix I It was however observed that some customers think they are
special and therefore must be given special treatment.
4.2.5. Tangibles: i.e. The appearance of physical facilities, such as cutlery and furniture sets, television sets and
radio sets, the buildings, equipment, personnel, communication materials, etc.
Statement: television sets, sound systems, electric fan, chairs and tables are available.
16.5% of the respondents strongly disagree, 60% agree, 12.9% are not sure, 4.7% disagree, and 5.9 strongly
disagree. See Table 12 of Appendix I. This shows that most customers are comfortable with the available
facilities at these chop bars but 4.7% are not satisfied. However, it was observed that some of the chop bars do
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not have the required facilities to serve customers and that many customers go to these bars mainly for food,
every other thing is secondary.
Statement: the facilities at the chop bars are in good condition.
56.5% agree, 9.4% strongly agree, 16.5% were not sure, 11.8% disagree and 5.9% strongly disagree. See Table
13 of Appendix I. This indicates that 76.5% think the chop bars facilities are of high quality; only 15.3% believe
the facilities of the chop bars are not good.
It was however observed that the physical facilities of Abease, Enye Nyeme Den, ObaaYaa, and Nyame Bekyere
chop bars were not good enough because sitting positions were not comfortable enough; they were open places
exposed to all kinds of flies; electric fans and television sets too were not available at these bars at the time.
Statement: Menu boards or cards are available at the chop bars.
31.8% were not sure whether the chop bars provide menu board or card, 23.5% agree that chop bars provide
menu board, 21.2% strongly disagree that the chop bars provide menu board or card, 12.9% and 10.6% disagree
and strongly agree respectively. See Table 13 of Appendix I. This implies that 41.1% customers agree that the
chop bars provide menu boards or cards, 34.1% agree that these chop bar do not provide menu board, 31% are
not sure whether the bars have menu boards or cards to make choice of dish easier for customers.
4.2.6 OBSERVATIONS
It was observed that, Abease and Nyame Bekyere chop bars do not have television, ceiling or standing fan and
cutlery sets for customers. Big T chop bar do not have either ceiling or standing fan. Obaa Yaa chop bar has a
television but it is placed away from customers. Nyame Bekyere and Enye Nyame Den chop bars needs to
improve their buildings. Their building is not attractive enough to appeal to more people. It was also observed
that almost all the chop bars have certain customers that these Chop bars provide them with special treatment or
service as compared to other customers.
5.0 CONCLUSIONS
The study is a survey research which was undertaken to assess the service quality levels among chop bar
operators in Koforidua. The objective of the research was to examine the tangibles, reliability, responsiveness;
empathy and assurance of these chop bars. The population was made up customers, managers and owners five
selected chop bars in Koforidua from which a sample of 200 customers was chosen. In all 170 of the
questionnaire were retrieved. From the discussions above the following conclusions could be drawn:
• More males (84.7%) patronized chop bars than females (15.3%) and that majority of them are in their
youthful age.
• Customers of the chop bars cut across all professions
• Most (88.2%) of the respondents are satisfied with the quality of food served at the chop bars; few
(11.8%) of them are not.
• Reliability: the study indicates that most (77.7%) of the customers are satisfied with staff level of
reliability; a significant percent (33.3%) of them are not.
• Responsiveness: most (69.4%) of the customers are satisfied the level of promptness in service delivery;
30.6% of them are not. Similarly, most (70.6%) of the customers are satisfied the level of help staff give
to customers; 29.4% of them are not. This implies that though most of the customers are satisfied with
the level of responsiveness among staff of the chop bars, a significant percentage (about 30%) of them
are dissatisfied with the level of responsiveness among staff.
• Assurance: most (77.6%) of the customers are satisfied the level of knowledge of staff about their
responsibilities to customers; 22.4% of them are not. Also, most (71.8%) of the customers are satisfied
the level of confidence and trust staff attitude inspire in customers, but 28.2% of them are not.
Similarly, most (70.6%) of the customers are satisfied the level of courtesy staff show in providing
service to customers; 29.4% of them are not.
• Empathy: most (76.5%) of the customers are satisfied with the quality of care and the quality of
individual attention staff give to customers; 23.5% of them are not.
• Tangibles: most (76.5%) of the customers agree that the chop bars have the facilities in question; about
23.5% of them disagree that they are available. On the condition of the facilities, most (65.9%) of the
respondents agree that they are in good condition, 34.1% are not sure or disagree. On the availability of
menu boards and cards, most (55.3%) the facilities at the chop bars are available; 44.7% disagree that
they are available at the bars.
6.0 RECOMMENDATIONS
The study shows that a significant value of about 70% of the respondents are satisfied with the quality of the
chop bars’ service delivery on the bases of the five key service-quality dimensions in the SERVQUAL model.
Although this is an indication the chop bars are performing satisfactorily, it must be pointed out that another
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significant value of about 30% of the respondents are dissatisfied with the quality of the chop bars’ service
delivery on the same bases. This should be a source of concern to managements of the chop bars because
literature supports the fact that it is always dangerous for any business to have a significant numbers of
dissatisfied customers.
According to Salter J. M (1991) it is believed that 96% of dissatisfied customers never complain; 60 to 90% of
these ‘’silent’’ dissatisfied customers will not buy from you again; 90% of those who complain will not buy from
you again. Salter’s statistics might sound alarming and may not necessarily be always applicable in situations
where customers are addicted or loyal to the company’s product or service; or where the company enjoys
monopoly; it is fairly applicable to chop bars because business entities in this industry do not enjoy monopoly;
neither are the customers dogmatically loyal or addicted to any particular bar for good—they switch very often
when they are satisfied or even for purposes of enjoying variety. In view of this, it is recommended that:
• Management set high but realistic customer service standards to close the gaps identified in the five key
service-quality dimensions used in the evaluation.
• Comprehensive customer service training programmes should be organized for staff at least once at the
beginning of every year or twice in a year to keep staff abreast with current customer service
imperatives in the model.
• Managements of the bars should improve the hygiene and continually upgrade the tangibles of the bars
to remain contemporary, serve customers better and competitive.
APPENDIX
Table 1: Gender distribution of respondents
Chop Bar Issued Retrieved
Total Male Female
freq % freq % Freq %
Abease 40 32 80 26 81 6 19
Enye Nyame Den 40 38 95 30 79 8 21
Big T 40 32 80 26 81 6 19
Obaa Yaa 40 34 85 30 88 4 12
Nyame Bekyere 40 34 85 32 94 2 6
Total 200 170 144 26
Source: Field survey, 2012
Table 2: Age and gender distribution of respondents
Age Male Female Frequency Percentage
Freq % Freq %
15- 20 4 2.4 6 3.5 10 5.9
21- 25 54 31.8 12 7.0 66 38.8
26- 30 42 24.7 4 2.4 46 27.1
31- 35 24 14.1 2 2.4 28 16.5
36- 40 8 4.7 0 0 8 4.7
41 or more 12 7.1 0 0 12 7.1
Total 144 84.7 26 15.3 170 100
Source: Field Survey, 2012
Table 3: A distribution of respondents’ occupations
Occupations Male Female Frequency Percentage
Freq % Freq %
Trading/ Business 36 21.2 4 2.3 40 23.5
Civil Servants 26 15.3 8 4.7 34 20.0
Professionals 28 16.5 2 1.1 30 17.6
Students 24 14.1 10 5.9 34 20.0
Others 30 17.7 2 1.2 32 18.8
Total 144 84.8 26 15.2 170 100
Source: Field Survey, 2012
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Table 4: A Distribution of responses on quality of food provided by chop bars
Rating Male Female Frequency Percentage
Freq % Freq %
Very High 30 17.6 4 2.4 34 20.0
High 96 56.4 20 11.8 116 68.2
Not Sure 16 9.4 2 1.2 18 10.6
Poor 2 1.2 0 0 2 1.2
Total 144 84.6 26 15.4 170 100
Source: Field survey, 2012
Reliability
Table 5: A distribution of responses on staffs’ reliability in meeting customer’s expectation
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 60 35.3 10 5.9 70 41.2
Agree 54 31.8 8 4.7 62 36.5
Not sure 24 14.1 4 2.3 28 16.5
Disagree 4 2.4 0 0 4 2.4
Strongly disagree 2 1.2 4 2.3 6 3.5
Total 144 84.8 26 15.2 170 100.0
Source: Field survey, 2012
Figure 1: Pie chart showing responses on staff reliability
Responsiveness
Table 6: A Distribution of responses on staffs’ willingness to provide prompt services
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 40 23.5 2 1.2 42 24.7
Agree 60 35.3 16 9.4 76 44.7
Not sure 32 18.8 6 3.5 38 22.4
Disagree 6 3.5 0 0 6 3.5
Strongly disagree 6 3.5 2 1.2 8 4.7
Total 144 84.6 26 15.4 170 100.0
Source: Field survey, 2012.
2
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Figure 2: Pie chart distribution of responses on staff willingness to render prompt service
Table 7: A distribution of responses on staff’s willingness to help customers in difficulty.
Rating Male Female Total
Frequency
Total
PercentageFreq % Freq %
Strongly Agree 44 25.9 2 1.2 46 27.1
Agree 62 36.4 12 7.1 74 43.5
Not sure 28 16.4 2 1.2 30 17.6
Disagree 4 2.4 0 0 4 2.4
Strongly Disagree 6 3.5 10 5.9 16 9.4
Total 144 84.6 26 15.4 170 100
Source: Field Survey, 2012
Assurance
Table 8: A Distribution of responses on staffs’ knowledge of their responsibility.
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 36 21.2 6 3.5 42 24.7
Agree 74 44.0 16 9.0 90 52.9
Not sure 14 8.2 2 1.2 16 9.4
Disagree 14 8.2 2 1.2 16 9.4
Strongly disagree 6 3.5 0 0 6 3.5
Total 144 85.1 26 14.9 170 100.0
Source: Field survey, 2012
11. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
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Figure 3: Pie chart representing responses on staff knowing their responsibility
Table 9: A distribution of customers’ confidence and trust in staff
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 32 18.8 0 0 32 18.8
Agree 74 44.0 16 9.0 90 53.0
Not sure 22 12.9 8 4.7 30 17.6
Disagree 14 8.2 2 1.2 16 9.4
Strongly disagree 2 1.2 0 0 2 1.2
Total 144 85.1 26 14.9 170 100.0
Source: Field survey, 2012.
Table 10: A distribution of whether staff care for customers or not
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 36 21.2 4 2.3 40 23.5
Agree 70 41.2 10 5.9 80 47.1
Not sure 30 17.6 6 3.5 36 21.2
Disagree 4 2.4 2 1.1 6 3.5
Strongly disagree 4 2.4 4 2.3 8 4.7
Total 144 84.9 26 15.1 170 100.0
Source: Field survey, 2012
Empathy
Table 11: Responses on quality of attention staff give to customers
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 36 21.2 6 3.5 42 24.7
Agree 78 45.9 10 5.9 88 51.8
Not sure 12 7.1 2 1.2 14 8.2
Disagree 12 7.1 6 3.5 18 10.6
Strongly disagree 6 3.5 2 1.2 8 4.7
Total 144 84.8 26 15.2 170 100.0
Source: Field survey, 2012.
12. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol.5, No.19, 2013
60
Figure 4: Pie chart representing responses on staff giving customer individual attention
Tangibles or Physical Evidence
Table 12: A Distribution of responses on availability of facilities
Source: Field survey, 2012.
Table 13: A distribution of responses on quality of facilities
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 16 9.4 0 0 16 9.4
Agree 86 50.6 10 5.9 96 56.5
Not sure 18 10.6 10 5.9 28 16.5
Disagree 16 9.4 4 2.4 20 11.8
Strongly disagree 8 4.7 2 1.2 10 5.9
Total 144 84.7 26 15.3 170 100.0
Source: Field survey, 2012
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly
agree
26 15.3 2 1.2 28 16.5
Agree 84 49.4 18 10.6 102 60.0
Not sure 20 11.8 2 1.1 22 12.9
Disagree 6 3.5 2 1.2 8 4.7
Strongly
disagree
8 4.7 2 1.2 10 5.9
Total 144 84.7 26 15.3 170 100.0
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ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol.5, No.19, 2013
61
Table 14: A distribution of responses on provision of menu boards or cards
Rating Male Female Frequency Percentage
Freq % Freq %
Strongly agree 14 8.2 4 2.4 18 10.6
Agree 32 18.8 8 4.7 40 23.5
Not sure 52 30.6 2 1.2 54 31.8
Disagree 14 8.2 8 4.7 22 12.9
Strongly disagree 32 18.8 4 2.4 36 21.2
Total 144 84.6 26 15.4 170 100.0
Source: Field survey, 2012
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