The impact of service quality dimensions on customer satisfaction. Servqual model, quality analysis of services pdca home. In order to collect the required data a questionnaire was developed based on. The servqual approach, which is studied in this paper is the most common method for measuring service quality. The analysis of the data in spss based on servqual scales is possivle since other correlations are designed as profile of respondents, age, country of origin, frequency of. Constructing a survey questionnaire to collect data on. Use of servqual in the evaluation of service quality of. The major analysis includes the servqual model analysis using the factor.
Assessment of servqual model in hospitals located in. Theoretical basis in this stage, the theory is presented in analyzing data so that it is relevant to the research that will be conducted. Servqual data analysis with excel linda daniel, professor, india, member i would like to analyse the data collected through servqual questionnaire without using spss package. Servqual data analysis data collected through survey has been analyzed for each dimension separately and indentified the perceived service quality, expected service quality, weighted and unweighted service quality gap. An empirical study of servqual as a tool for service quality measurement. The questionnaire consists of matched pairs of items. The age distribution of respondents ranged from 21 to 65 years 44 years being the difference between the. The purpose of this paper was to a short summary of the most frequently. Program staff are urged to view this handbook as a beginning resource, and to supplement their knowledge of data analysis procedures and methods over time as part of their ongoing professional development. In that respect, the thesisbychapter format may be advantageous, particularly for students pursuing a phd in the natural sciences, where the research content of a thesis consists of many discrete experiments.
Using the servqual model to assess service quality. Using servqual model to assess service quality and students. As discussed in more detail later, the type of analysis used with categorical data is the chisquare test. If you continue browsing the site, you agree to the use of cookies on this website. The results showed that the servqual instrument is a valid means for measuring service quality.
Critical analysis is made on the servqual model marketing. Continuous data continuous datais numerical data measured on a continuous range or scale. Examples of categorical data within oms would be the individuals current living situation, smoking status, or whether heshe is employed. In 1997, van dyke, kappelman, and prybutok employed servqual in an is context, while in 2002 banwet and datta meas. State university of new york at albany, 1981 a dissertation submitted in partial fulfillment of the requirements for the degree of doctor of education.
Clarity is paramount when determining the structurelayout of your dissertation. Analysis of service quality using servqual method and importance. Qualitative analysis data analysis is the process of bringing order, structure and meaning to the mass of collected data. It is a locallybased sme campus store of a farm school. Data were analyzed using spss and appropriate descriptive and inferential statistical techniques. Data analysis procedures the analysis of this study was done using spss version 1. Statistical package for social science spss, data analysis and results, analysis of servqual service quality model,following, the. Critical analysis is made on the servqual model marketing essay. This principal component analysis produced five different components.
Servqual is a multidimensional research instrument, designed to measure service quality by capturing respondents expectations and perceptions along the five dimensions of service quality. To provide information to program staff from a variety of different backgrounds and levels of prior experience. Assessment of servqual model in hospitals located in 2018. Pdf service quality servqual and its effect on customer. Data envelopment analysis in service quality evaluation. If a satisfaction survey mainly depends on the transactions between supplier and buyer, the observed quality is measured through generic, environmental factors. Jan 04, 20 data were collected through questionnaire using the servqual scale. The perception of the users regarding the service quality of zomato is less than the expectations of what a superb service in the field of restaurant search. One popular approach has been the analysis of gaps gaps analysis, which simply. Servqual data analysis benjamin ocansey, manager, ghana, member i have a problem trying to analyse data i collected on 100 respondents on service quality at fuel retail stations. The perception of the users regarding the service quality of zomato is less than the expectations of what a superb service in the field of restaurant search and discovery service should be.
Data analysis data was collected from 100 respondents and their experience in the most recently visited hospital with regard to the usage of information systems was captured. Measuring perceived service quality using servqual perceived service quality. This framework can be used to expose shortcomings in the service and address them. Descriptive statistical analy sis, exploratory factor analysis and reliability analysis were con ducted. To determine the validity and reliability of the data by the confirmatory factor analysis and reliability, then analyzed using. Data was collected from the students in umea university, sweden in order to assess their. The factors based on which data was collected is mentioned in table 2. Similarly, oneill and palmer 2003 have reported that customers perceptions of service quality may, to a large extent, be in. Difference between consumers expectation and managements perceptions.
Nov 14, 20 gap analysis and servqual ppt for mba students slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Development of a universal short patient satisfaction. The data obtained is analyzed by using reliability test, correlation analysis, descriptive analysis and service index. Therefore, servqual model was further developed and emerging the modified version of servqual model. The research methodology is a crosssectional applied to 340 respondents. In 1988, parasuraman, zeithaml, and berry had conducted an empirical study to measure the service quality towards the customers perceptions by using the ten dimensions as a basic structure. It is a messy, ambiguous, timeconsuming, creative, and fascinating process. Quality of services, sme store, servqual, farm school, service provision improvement 1.
Using servqual model to assess service quality and. Tangibles, reliability, responsiveness, assurance and empathy. This assessment is conceptualized as a gap between what the customer expects by way of sq from a class of service providers say, all opticians, and their evaluations of the performance of a particular service. Uussiinngg sseerrvvqquuaall ttoo aasssseessss tthhee ccuussttoommeerr ssaattiissffaaccttiioonn lleevveell. Coding, collation and interpretation of data is very time consuming and in the case of lengthy questionnaires administered across large samples, the findings cannot be used to address urgent qualityrelated problems. Table 7 descriptive statistics for overall service quality. The questions were framed under the quality factors of the servqual model. The service quality and its analysis is much more complex. The analysis of the data in spss based on servqual scales is possivle since other correlations are designed as profile of respondents, age, country of origin, frequency of consumption use of. Statistical package for social science spss, data analysis and results, analysis of servqual service quality model,following, the most important. Data were collected from a total sample of 30 customers out of 125 customers using questionnaires and from 6 ems staff and management using.
Using the servqual model to assess service quality and. Sahney, banwet and karunes 2003 developed their own 15item instrument to collect data from the industry on the quality delivered by educational institutions. Analysis of service quality gap between perceptions and. The data obtained was analyzed by using reliability method, correlation and regression. In the hospitality industry, several studies have examined ho. In research using importance performance analysis ipa to analyze. For reducing the language bias the questionnaire was translated into arabic.
An empirical study of servqual as a tool for service. Understanding the servqual model the marketing study guide. Data were collected through questionnaire using the servqual scale. Qualitative data analysis is in the form of words, which are relatively imprecise, diffuse and context based, but quantitative researchers use the language of statistical relationships in analysis. Measurement of passengers service quality in public.
An empirical study of servqual as a tool for service quality. Using servqual and gap analysis for enhancing the quality of teaching at university level dr. There are seven major gaps in the service quality concept, which are shown in figure 1. It was developed in the mid 1980s by wellknown academic researchers in the field of services marketing, namely zeithaml, parasuraman and berry. There has been a continued research on the definition, modelling, measurement, data collection procedure, data analysis etc. The servqual score was measured using a difference between perceived and expected scores across the five service quality dimensions. The study results indicate the rather high expectations of. After the research and data analysis with servqual khanna and sang figured out the following outcomes.
Uussiinngg sseerrvvqquuaall ttoo aasssseessss tthhee ccuussttoommeerr ssaattiissffaaccttiioonn lleevveell ooff tthhee oorreeggoonn hhiiddttaa iisscc aannaallyyttiiccaall uunniitt. A servqualbased framework for assessing quality of. Service quality servqual and its effect on customer satisfaction in retailing c. Analysis of service quality gap using servqual model. The research methodology was carried out in a survey crosssectional applied to 369 respondents. Researchers have continued to use servqual instruments. While evaluating two models servqual and servperf cronin and taylor, 1992 concluded that servqual is based on satisfaction rather than attitude paradigm and also the analysis of structural model confirms few industries rather than being generic. Measurement of service quality in health care industry. Introduction in recent years several models have been applied for evaluating the quality of services provided by companies. Servqual customer perception tool is used to measure gaps between customer expectation and customer perception of service quality along five dimensions.
Overview of the main methods of service quality analysis. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. Approach both primary and secondary sources were explored for data collection. Eservice quality dimensions and their effects on e. Findings from the analysis carried out, it was found out that, the servqual model was not a good instrument to measure service quality because some of the items under the dimensions overlapped and regrouped under different dimensions from the factor analysis carried out.
The servqual model is primarily a qualitative analysis. Guiding principles for approaching data analysis 1. Key words servqual, service quality, customer satisfaction, grocery stores summarily, in this research work, the servqual model is discussed and how it can be applied in the context of grocery stores in assessing service quality. Also, to collect the data, servqual questionnaire was used. Measurement of service quality in health care industry using.
Our work marks a departure from this literature by assessing the servqual model to evaluate the quality of services of a store. They developed a service quality model figure 2 based on gap analysis. In addition, lengthy questionnaires add to the time and cost involved in data collection and data analysis. In the final chapter, a summary of the findings are outlined and thereby. Pdf an analysis of service quality for customer satisfaction at. The primary data of esq and ecs were gathered from 392 internet banking users, representing 76% response rates, of four main public banks in iran. The purpose was to expose the service areas where the desires of library users are not met, ascertain the causes, and suggest corrective measures. Measuring perceived service quality using servqual. Berry is a technique that can be used for performing a gap analysis of an organizations service quality performance against customer service quality needs. Service quality servqual and its effect on customer. Servqual as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions.
Paper open access analysis of satisfaction level with. Patients satisfaction of service quality in saudi hospitals. The servqual model features in many services marketing textbooks, usually when discussing customer satisfaction and service quality. Eservice quality dimensions and their effects on ecustomer. Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. Servqual model, a quality management tools toolshero. Using the servqual model to evaluate the quality of services.
Pdf overview of the main methods of service quality analysis. Final result has been presented in the tabular form for each dimension individually and separate table also. Type of data used are primary data by giving the questionnaires to the society to obtain or. Using servqual and gap analysis for enhancing the quality. Servqual as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. How can i analyse servqual collected data using spss. For basic analysis which consists of summary statistics about the demographic items was done to ease the understanding the data. Qualitative data analysis is a search for general statements about relationships among. The present study was aimed to analyze the quality gap using servqual approach at selected hospitals in. Note one of their original journal papers has been uploaded by a. It also showed some items associated to more than one component. The items selected from servqual were identified using the results of a principal component analysis reported by the servqual developers. Description of analysis the data analysis was done in two parts, the basic analysis descriptive analysis and the major analysis. Using the servqual model to evaluate the quality of.
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