Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., what they feel a service provider should offer rather than what the service supplier would offer. 3. Gronroos and Lehtinen (1985) believe that service quality consists of two generic types of quality technical (or output) quality and functional (or process) quality. The technical quality refers to the traditional quality control, as in manufacturing.
The term service quality refers to the assimilation of two factors that is service and quality. Therefore, maintaining a perfect equilibrium, between the two factors would enhance the overall scenario. As opined by Bansal& Taylor (2012), service quality can be measured according
The first one being the core or outcome aspects (contractual) of the service, and the second being the relational or process aspects (customer-employee relationship) of the service. Other dimensions that have been widely accepted by scholars as constituents of service quality dimensions are: i. Competence talks about knowledge and skill to perform the service at any point in time; ii. Access, this is the approachability and ease of contact of service personnel; iii. Courtesy is the politeness, consideration, and friendliness of service personnel; iv.Communication is about keeping customers informed; listening to customer’s demands and
Satisfaction in service provision is increasingly being used as a measure of health system performance. Satisfaction manifests itself in the distribution, access and utilization of health services. Dodwell M & Newber M (2010)29 explained that high quality of healthcare is defined as care which is safe, effective and takes account of patient experiences. There is good evidence that the normal birth rate can be used as an indicator of the quality of midwifery care. There is strong evidence thought which it is assessed
When perceived service quality is less than expected service quality customer will dissatisfied (Lovelock & Wirtz, 2011). According to the recent researches that there is a strong linkage between service quality dimensions and overall customer satisfaction (Palmer, 2001). Even definitive analysis too, service quality cannot be separated from the concept of customer satisfaction (Shah, 2012). Recent researches have shown that customer satisfaction have been influenced not only by perceptions of service quality but also by perceptions of product quality, and pricing factors as well as situational and personal (Zeithaml & Bitner, 2000). 1.2 The fast-food industry in
Patient satisfaction is a precondition for health care facilities to be to be accredited. Because of the lack of a strong unit in the government’s organizational structure, the performance of the health care system has not been under enough scrutiny to ascertain whether or not patients are satisfied with the medical services offered by the various medical facilities. Moreover, a policy design to evaluate the development of health systems is also absent. Brown (2014) claims there is an apparent lack of technical capacity and training among the officers in the health care service centers, which affects the planning, implementation, evaluation, and design of innovations in the health sector. In addition, stewardship and strategic planning are non-functional in the
The health care sector is emerging and rapidly converting in a competitive environment to satisfy the increasing need of the customer. Hospitals are vigorous and evolution oriented that provides medical service, helpful services, and supplementary services. Incorporating patient perception into quality assessment, incorporate patient centered care as a major concern in healthcare mission. Modern medicine has gradually understood and recognized patient's importance and their perception of health care (Asadi-Lari, Tamburini and Gray, 2004) .it is very important to measure and evaluate of service quality provided by hospitals. The concept of service quality refers to the comparison of perceived expectations with perceived performance of a specific
However there are some drawback as well in the SERVQUAL model. The major one being, the five service quality dimensions are not general and cannot be applied to all service industries. Further Buttle (1996) cited on Aborampah 2010 argues that there is a little proof that customers evaluate the quality of service on the basis of the difference between perception and expectation. Based on a review of the literature, many studies have proven that the quality of service has been recognized as the key strategic value to organizations, and may have an impact on customer satisfaction and customer retention, cross-selling opportunities , reduce costs and increase profit margins and business performance, and the development of customer relationship - time value of life (Adil,
Furthermore, according to Kotler and Armstrong (1997) quality has a direct impact on customer satisfaction and it is reflects the customer’s perception of service such as reliability, assurance, tangibility, empathy and responsiveness (Zeithaml et al., 1990). As many definitions of service quality agree that providing quality is to deliver what the customer requires (Randall and Senior, 1996; Crosby, 1979 cited in Ayala et al., 1996; Gitomer, 1998; Lau, 2005). Providing after sales service can develop a long-term relationship between service provider and customer, explained by Lau (2005). In despite an organization that just concern about the quality and ignoring the services may be a main cause customer switching to another organization. In the other point of view, product is easy to imitate but service is not due to based on quality and satisfaction of customer.
This is why it’s essential to keep customers satisfied and this can be done by studying their expectations and perceptions, assessing the organisations service quality and applying improvement measures where necessary. The SERVQUAL model The SERVQUAL model identifies reasons for any gaps between customer expectations and perceptions. The expectations and perceptions are accessed from 22 questions which serve as a SERVQUAL scale, furthermore five dimensions of service quality namely: reliability, assurance, tangibles, empathy and responsiveness, are used to analyse service quality. Perceived service quality results from comparisons from customer perceptions and expectations of service delivered by the service providers (Zeithamal et al., 1990). If a gap score is positive it indicates that expectations are exceeded.