Effects of service quality dimensions on behavioural purchase intentions

Perceived quality: in search of a definition

Purpose

This paper aims to present a review of extant literature representing attempts to define perceived quality and to propose a new definition. Perceived quality (PQ) is a well-researched, yet vaguely defined subject. Despite a plethora of PQ definitions suggested by various scholars, there is no consensus among researchers on what it really is. The main purpose of this study is to offer a conceptualization of PQ that different researchers and practitioners would agree upon.

Design/methodology/approach

This study adopted Garvin's five approaches to defining quality as a frame of reference. The paper utilizes a continuum of approaches to underscore the fact that PQ is neither totally subjective nor wholly objective. After a comprehensive analysis of available conceptualizations, the paper then proposes a new definition that captures the intricate nature of PQ and aligns its various perspectives.

Findings

The paper proposes a new definition of PQ as an impression of quality. Such a conceptualization of PQ aligns the various researcher perspectives of it. It also highlights the fact that PQ relies on quality cues under conditions of limited product knowledge by the consumer, a situation known as information asymmetry.

Originality/value

The study contributes to the understanding of the elusive concept of PQ by suggesting a new definition of PQ.

A Sustainable Transport System—The MMQUAL Model of Shared Micromobility Service Quality Assessment

Shared micromobility is a new phenomenon being observed in urban transport. It is a response to the problems associated with congestion and environmental pollution. Small electric vehicles such as e-scooters are highly suitable for crowded city centres, often providing an alternative to private motor vehicles or public transport, and serve as a good first- and last-mile transport option. While they have become a feature of sustainable transport systems in cities, their impact on the environment often depends on the services offered by operators of this mode of personal transport. There are many tools available to measure the quality of transport, e-services and shared mobility services. However, no specific mechanism has been designed for vehicles in the field of shared e-scooters (research gap). The aim of the article is to verify whether the three dimensions identified by the authors: mobile application functions, device features, and customer service are valid for examining the quality of shared e-micromobility factors on the example of e-scooters. Based on the obtained results, the authors created the MMQUAL (MicroMobility QUALity) model, which accurately describes the quality of the studied phenomenon. The results of the study can serve as a platform for researchers interested in further exploring the issue and improving the proposed model. They may also be of commercial value to operators, who could use this tool to boost the competitiveness of their services by enhancing those features that have the greatest impact on their quality.

Modifying the SERVPERF to assess paratransit minibus taxis trotro in Ghana and the relevance of mobility-as-a-service features to the service

In Ghana, minibus taxis (trotros) are an important mode of transport that commute about 60% of the traveling public. In spite of their popularity, minibuses are generally inefficient, disorganized and have low service quality. In an attempt to assess service quality of the service, a modified SERVPERF tool was developed. Differences in perceptions of service quality between male and female respondents were also assessed, and the attractiveness of certain technological features as possible remedies to service quality issues were determined. Using an online Google forms version of the modified SERVPERF, responses from nearly one thousand commuters were collected. The link to the questionnaire was dispersed via social media (Whatsapp and Telegram) since the data was collected during the outbreak of COVID-19 in Ghana. Following a factor reduction, the most important service quality factors determined to affect trotro users were (i) Reliability of the service, (ii) Variability in cost and (iii) Responsiveness. Respondents also identified technologies that could help them (a) book, (b) report driver misbehavior, (c) make safe e-payments and (d) track the location of trotros, as most likely to improve their trotro service quality. The findings suggest that some mobility as a service features could have possible benefit for the trotro. The study is however limited in its ability to determine the exact impact of these technologies since it uses a stated preference approach. Future research could explore the willingness of other stakeholder groups such as operators in adopting these technologies since their participation would be key to the success of any such scheme.

Index of Satisfaction with Public Transport: A Fuzzy Clustering Approach

Increasing public transport use is recognized by many countries as crucial to the pursuit of a global strategy for environmental sustainability and improving urban mobility. Understanding what users value in a public transport service is essential to carry out this strategy. Using fuzzy clustering, we developed an index that measures individual user satisfaction with the public transport service in the metropolitan area of Lisbon and subsequently identified the possible determinants of satisfaction by means of a regression tree model. The results achieved unveil a hierarchical partition of the data, highlighting the diversified level of satisfaction among public transport users that is reflected in the distribution of the index. The managerial implications of the findings for the public transport service are addressed.

Service quality dimensions of ride-sourcing services in Indian context

Purpose

This paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.

Design/methodology/approach

The service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.

Findings

The service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.

Research limitations/implications

The various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.

Practical implications

The proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.

Originality/value

Most relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

The Impact of Service Quality on Patient Satisfaction and Revisiting Intentions: The Case of Public Emergency Departments

BACKGROUND AND OBJECTIVES

This study attempts to (a) identify the main quality indicators that affect "service quality" and (b) examine the effect of "patient satisfaction" on patient "revisiting intentions."

METHODS

The sample includes patients of 2 hospitals, 1 urban and 1 provincial. The comparative analysis of 2 emergency departments (EDs) with different characteristics aims at understanding their diverse problems and their specific needs from a patient point of view. Empirical data were collected in the fall of 2015. Three hundred questionnaires were distributed in person. A total of 169 valid questionnaires, 80 from hospital A and 89 from hospital B, were returned, with a response rate of 56.3%.

RESULTS

The Structural Equation Modeling technique revealed that overall satisfaction is strongly influenced by "perceived service quality" (β = .79), while it positively affects patient "behavioral intentions" (β = .39). Also, "perceived waiting time" proved to have a more intense impact on "perceived service quality" (β = -.59), rather than on "perceived technical and functional quality" (β = .18). Moreover, it was determined that patients visiting the urban ED pay more attention in waiting times, while patients visiting the provincial ED care about receiving both quality and timely health care services. Overall, the study provides insight about the main factors affecting "perceived service quality" and "overall satisfaction." These factors fall into 2 distinct categories: "perceived technical and functional quality" and "perceived waiting time."

CONCLUSIONS

The study concludes that "overall satisfaction" acts as a mediator between "perceived service quality" and patient "behavioral intentions," while "perceived waiting time" is the most significant indicator of service quality and the most crucial predictor of ED patient satisfaction. Moreover, it offers empirical evidence concerning the differences in the way patients rate the services offered by a hospital, based on the hospital size and the region it is located (urban or provincial).

Does service quality increase the level of banks performance

Purpose

The purpose of this paper is to unfold the relationship between service quality and level of performance of conventional and Islamic banks. Also, it intends to uncover what are the features of service quality which can raise the level of performance either in conventional banks or Islamic banks. There is rare literature available that focused on comparative study between above stated banking systems based on emerging parameters of SERVQUAL model.

Design/methodology/approach

To meet the objectives of this investigation, research data has been from 450 customers who have had accounts and dealings with conventional and Islamic banks in the previous five years. The customers are selected based on cluster sampling from regional offices of conventional and Islamic banks.

Findings

The collected data have been analyzed by using confirmatory factor analysis (CFA) technique followed by common method variance (CMV), multiple regression test and independent sample t-test used to examine the parameters of service quality in the context of banks performance. The purpose of CFA is to find the model validity, while multiple regression and t-test is performed in order to examine the influence of service quality parameters on banks performance.

Originality/value

The study used compliance as a one of the emerging and unique dimension of service quality. This dimension is rarely investigated in the context of measuring the level of bank performance of conventional and Islamic banking systems. Findings reveal responsiveness and assurance is the strongest predictor of conventional banking performance. Compliance and reliability has significant and positive impact on the level of performance of Islamic banks. Moreover, the study has practical implications for the top management and stakeholders of conventional and Islamic banks to increase the level of performance by using SERVQUAL model.

P-TRANSQUAL: a service quality model of public land transport services

Purpose

– The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services.

Design/methodology/approach

– This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested.

Findings

– A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia.

Research limitations/implications

– This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures.

Practical implications

– Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage.

Originality/value

– This paper has tested a new model of service quality for public transport services, especially paratransit services.