• Title/Summary/Keyword: SERVQUAL

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Application of the SERVQUAL Scale to Health Care Services (의료서비스에서 SERVQUAL 활용에 대한 고찰)

  • 조우현;이선희;최귀선;문기태
    • Health Policy and Management
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    • v.9 no.4
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    • pp.140-156
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    • 1999
  • The purpose of this article was to review the basic concept of the SERVQUAL scale and to evaluate its usefulness in health care settings. The SERVQUAL scale was developed by Parasuraman et al. in 1988. Its purpose was to provide an instrument for measuring the quality of service that would apply across a broad range of services with minor modifications in the scale. The SERVQUAL scale is based on gap theory, which indicates the difference between consumers' expectations and their assessment of the actual performance of a specific firm. It has five dimensions to define service quality. These dimensions include: (1) tangibles' (2) reliability' (3) responsiveness' (4) assurance' (5) empathy. While the SERVQUAL scale has been tested in a number of health care settings. the findings have been mixed. So. health care marketers should be cautious in their use of the SERVQUAL scale. However, it is rare to find instruments that are as well validated as SERVQUAL appears to be. As well the SERVQUAL scale provides valuable information about the quality of health care service.

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Measuring expectations by SERVQUAL scale in the assessment of nursing service quality (기대수준 측정방법에 따른 간호 서비스의 질 평가;제주 지역의 종합병원들을 중심으로)

  • Kim, Jeong-Hee
    • Journal of Korean Academy of Nursing Administration
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    • v.9 no.2
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    • pp.251-264
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    • 2003
  • Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction($R^2$=O.33) than the desired($R^2$=O.25). Conclusion : The feasible ideal point expectations were more suitable to the assessment of nursing service quality using SERVQUAL scale. It will be need to explore the conceptual definitions of expectations using SERVQUAL scale in different settings. Also, further study needs to be conducted to compare alternative service quality measurement scales.

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A Comparative Study of SERVQUAL and SERVPERF in Measuring the Fast Food Restaurants' Service Quality in Korea (한국 패스트푸드점 서비스품질 측정에 있어서 SERVQUAL과 SERVPERF의 비교 연구)

  • 장대성;박주영;김두복
    • Korean Management Science Review
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    • v.19 no.2
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    • pp.59-73
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    • 2002
  • There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF In addition, Korean fast food industry is rapidly growing due to increasing income and globalization. Our study tried to contribute to both academic and practical issues. We compared SERVQUAL and SERVPERF measures to determine which one is superior to measure service quality in Korean fast food franchise. We collected data from two branch restaurants of one American global fast food franchise system. Regression analyses resulted in that SERVPERF outperformed SERVQUAL. Furthermore, we compared the goodness of fit of the two structural equation models of SERVQUAL anO SERVPERF, respectively. The SERVPERF model showed a much better model fit than the SERVQUAL model did. Thus, we suggest that SERVPERF be used to measure service quality in Korean fast food industry.

Measuring Expectations in Assessment of Consumer Satisfaction by SERVQUAL (기대수준 측정방법에 따른 고객만족도 측정에 관한 연구 - SERVQUAL 척도를 중심으로 -)

  • 이선희;최귀선;강명근;조우현
    • Health Policy and Management
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    • v.10 no.3
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    • pp.155-168
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    • 2000
  • The SERVQUAL scale is based on the gap theory, which indicates the difference between consumers' expectations and their actual performance. In SERVQUAL scale, the expectations are defined as a "feasible ideal point"(ex, An Excellent hospital has up-to-date equipment). But empirical research identified important problems concerning the conceptual definitions of expectations. They suggests the usage of "desired expectations". Desired expectations are defined as the level at which the consumer predict the service that the organization they visited will perform(ex, $\bigcirc\bigcirc$ hospital has up-to-date equipment). The purpose of this study was to compare the feasible ideal point expectations with desired expectations in assessment of consumer expectations using SERVQUAL scale. We developed two types of questionnaires : (1) to measure feasible ideal point expectations, (2) to measure desired expections. Questionnaire were distributed to ambulatory patients who used the medical service. Total 329 patients participated the hosiptal satisfaction questionnaire(167 for feasible ideal point expectations, 162 for desired expectations). The major finding is as follows: (1) the SERVQUAL scale which was computed by the feasible ideal point showed the higher explanatory power in consumer satisfaction ($R^2$=0.26) than the other identified alternatives(desired expectation, $R^2$=0.11) The results of a study suggests that the feasible ideal point were more conceptually suitable to assess of consumer satisfaction using SERVQUAL scale.SERVQUAL scale.

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A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library - (Kano-Servqual 기법을 통한 공공기관의 서비스 개선 사례 - A 정보 도서관을 중심으로 -)

  • Ree, Sang-Bok;Kim, Myung-Hun
    • Journal of Korean Society for Quality Management
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    • v.36 no.3
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    • pp.55-65
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    • 2008
  • From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

Service Quality Measurement in Foodservice Industries

  • Seo Sun-Hee
    • Journal of Community Nutrition
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    • v.8 no.1
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    • pp.44-57
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    • 2006
  • This study intended to enhance understanding of concept and measurement of service quality and analyzed studies investigating dimension and attributes of service quality in both Korea and international foodservice industries. This study summarized many methodological issues related to service quality measurement, especially SERVQUAL. SERVQUAL has been criticized because performance-expectation difference operationalization threatened reliability and discriminant validity including shared method variance. Researcher suggests that future studies should understand clearly the concept of service quality and methodological issues of SERVQUAL prior to adapting SERVQUAL itself.

Customer perception of auto service quality using Kano-SERVQUAL integrated approach - Focusing on the auto service of 'H' company - (Kano-SERVQUAL 통합 접근법을 이용한 자동차 서비스 품질에 대한 고객인식 연구 - H사(社)의 자동차 서비스를 중심으로 -)

  • Kim, Hakgyun;Song, Haegeun;Park, Young T.
    • Journal of Korean Society for Quality Management
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    • v.44 no.4
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    • pp.965-981
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    • 2016
  • Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in 'H' company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers' expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers' expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

A Study On Comparison of Excellence between SERVQUAL and SERVPERV AL Scale

  • Cho, Yoon-Shik
    • Journal of the Korean Data and Information Science Society
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    • v.19 no.1
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    • pp.1-10
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    • 2008
  • The purpose of this research is to compare whether SERVQUAL or SERVPERV AL scale is more excellent when explaining customer satisfaction and repurchase intention. The value of R2 which shows explaining power is used to test the excellence of the scale. As a result of comparison and analysis, SERVPERV AL scale showed better explaining power of customer satisfaction and repurchase intention than SERVQUAL. This result is because SERVPERV AL scale predicates overall estimation on utility of product/service.

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Comparative Analysis of Models for Measuring Consumer Satisfaction in Health Care Organization (병원 고객만족도 측정방법에 대한 비교분석)

  • Lee, Sun-Hee;Choi, Kui-Son;Kang, Myung-Guen;Cho, Woo-Hyun
    • Journal of Preventive Medicine and Public Health
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    • v.34 no.1
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    • pp.55-60
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    • 2001
  • Objectives : The SERVQUAL scale is based on gap theory, which suggests the difference between consumers' expectations and the quality of the medical service actually received. However, problems in the implementation of the SERVQUAL scale have been identified by several researchers. Some researchers have proposed a simple performance-based measure (SERVPERF) or au exportation-controlled performance-based measure(Non-Diff) as alternatives to the SERVQUAL scale. On the basis of the theoretical concerns discussed, we examined the capability of each of the three scales(SERVQUAL, Non-Diff, SERVPERF) to explain variations in consumer satisfaction. Methods : Data was gathered from a self-administered questionnaire in a 430 bed hospital. Questionnaires evaluating medical services were distributed to 180 ambulatory patients. A total of 167 usable questionnaires were gathered. The questionnaire was composed of 10 expectation, performance and expectation-controlled performance items. In addition, overall satisfaction and purchase intention were measured. Results : Compared with the SERVQUAL scale, the Non-Diff and SERVPERF scales better explained the observed variations in consumer satisfaction(SERVOQUAL, $R^2=0.29;\;Non-Diff,\;R^2=0.51;\;SERVPERF,\;R^2=0.48$) and purchase intention(SERVQUAL, $R^2=0.22;\;Non-Diff,\;R^2=0.33;\;SERVPERF,\;R^2=0.34$). Conclusion : The maier conclusion from our study is that the Non-Diff and SERVPERF scales are more efficient in assessing consumer satisfaction than the SERVQUAL scale. Therefore we suggest that consumer satisfaction he measured by the Non-Diff or SEVPERF scales.

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The structural relationships among Weblog service quality(wb-SERVQUAL), user satisfaction and loyalty (Weblog 서비스 품질(wb-SERVQUAL)과 사용자 만족도, 충성도에 관한 구조적 관계)

  • Kim, Su-Yeon;Yeo, Sang-Pyo;Hwang, Hyun-Seok
    • Journal of the Korea Industrial Information Systems Research
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    • v.11 no.5
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    • pp.67-77
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    • 2006
  • According to increasing activities in the cyberspace, various on-line services through the Internet have been offered, and many recent studies on the Internet services such as instant messenger, game, and portal site have been performed to evaluate quality of these services. However researches on weblog(blog), a personal online journal for general public consumption, have not been performed much yet. Therefore, we have conducted an empirical study on investigating the structural relationships among weblog service quality, satisfaction and loyalty in this study. After reviewing the related literatures, we have suggested a model for evaluating the service quality of weblog, wb-SERVQUAL(weblog-SERVQUAL), by modifying the conventional SERVQUAL model based on characteristics of weblog. Structural Equation Model(SEM) has been used to analyze the structural relationships among service quality of weblog, user satisfaction and customer loyalty. Managerial implications are also suggested for managing the weblog sites in conclusion.

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