scholarly journals Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach

2021 ◽  
Vol 2021 ◽  
pp. 1-10
Author(s):  
Panpan Ma ◽  
Ni Yao ◽  
Xuedong Yang
Keyword(s):  
Service Quality ◽  
Rapid Development ◽  
Chinese Market ◽  
Service Quality Evaluation ◽  
Quality Of Delivery ◽  
Evaluation Problem ◽  
Topsis Approach ◽  
Express Industry ◽  
Two Stages

With the rapid development of e-commerce and information technology, the express package volume in the Chinese market keeps an explosively increasing tendency. Terminal delivery plays a significant role on the business and reputation promotion of express brand. To identify the service quality of delivery service, an integrated SERVUQAL-AHP-TOPSIS approach is developed to evaluate the quality of service (QoS) of the city express industry. Firstly, the QoS criteria system is established through SERVQUAL-based dimensions. Secondly, the AHP method is employed to derive the relative weights of criteria. Then, the two stages are embedded into the TOPSIS steps to evaluate the service quality of the express alternative. An application case study is conducted following the detailed steps of the proposed integrated decision-making framework, and results demonstrate the effectiveness and validity of the proposed approach on the QoS of terminal delivery evaluation problem.

scholarly journals Research on express service based on improving customer satisfaction

2020 ◽  
Vol 325 ◽  
pp. 03003
Author(s):  
Jiangxue Di ◽  
Haolan Liang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Model ◽  
Rapid Development ◽  
Richter Scale ◽  
Service Quality Evaluation ◽  
Quality Evaluation Model ◽  
Express Delivery

With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.

The correlation analysis between the service quality of intelligent library and the behavioral intention of users

2019 ◽  
Vol 38 (1) ◽  
pp. 95-112 ◽  
Author(s):  
Min Chen ◽  
Chien-wen Shen
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
User Behavior ◽  
Rapid Development ◽  
Service Innovation ◽  
Relevant Information ◽  
Content Type ◽  
Positive Correlation ◽  
Service Mode

Purpose The purpose of this study was to explore the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. With the rapid development of information technology, internet of things has become an important carrier of people’s “intelligent life”. The emergence of intelligent library will no longer be limited by space; it is affecting people’s lives and work imperceptibly. This new service mode was studied here, and the relationship between the service quality of intelligent library and users’ behavior was analyzed from the perspective of user acceptance and use behavior of intelligent library. Moreover, this study explores how to optimize the service quality to let users accept this technology and service mode and thus realize the original idea. Design/methodology/approach Through 800 questionnaires issued to the users in the Zhejiang Provincial AI Library, the authors obtained the study data. Among the received questionnaires, 676 copies are valid, and 124 responses are either incomplete or not answered, and so, the efficient rate is 84.5 per cent. Findings There is a significantly positive correlation between service innovation and service quality. There is a significantly positive correlation between service quality and behavioral intention. There is a significantly positive correlation between service innovation and behavioral intention. Originality/value From the point of view of innovative service, this paper analyzes the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. This study confirms that intelligent library is a relatively new service innovation. Users’ curiosity and exploration will make them access some relevant information. As a result, a reasonably innovative service is an important factor in users’ acceptance behavior.

scholarly journals An Investigation of the E-Services Quality provided by Kuwait Government Portal

2021 ◽  
Vol 10 (2) ◽  
pp. 907-915
Keyword(s):  
Service Quality ◽  
Structured Interviews ◽  
Online Questionnaire ◽  
Government Services ◽  
Online Portal ◽  
Service Quality Evaluation ◽  
The Government ◽  
Government Portal ◽  
High Level

The unlimited development and extensive use of ICT has helped governments around the world to innovate and improve public services through the advantages of egovernment services. First step of this study was an attempt to measure the quality of e-services provided by the usercentric Kuwait Government Online Portal through investigating the quality standards of e-government services and different quality dimensions of e-government services as identified in the literature. Post examining E-service quality models one model was selected and used to validate the quality of e-services provided by the Kuwait Government Online Portal. A survey was presented to 486 valid participants through an online questionnaire. The result of the survey in general showed a diverse quality results which was around the range of “Neutral”. This could be due to having a large number of diverse e-services provided by more than 60 government agencies all enclosed in the Kuwait Government Online Portal. The second step of this study was to validate the result from the survey through conducting a semi-structured interviews by the authors with three top management officials at the government entity responsible for implementing e-government program in Kuwait. The interviews have revealed interesting insights, namely the existence of strong presence of silo-mentality in government entities which could be the main cause for not achieving integrated e-services. Future work will include studying specific e-services and defining suitable categorization that helps in determining their quality. The model that was used in this study was based on high-level dimensions that needs to be broken down into subdiminutions that could contribute to increasing the accuracy of the results of e-service quality evaluation. In addition, measuring the effect of silo-mentality of the government over the quality of e-services in Kuwait is desirable.

scholarly journals Sustainable Service Quality of Water and Sewerage Companies

2016 ◽  
Vol 2 (1) ◽  
pp. 1-12
Author(s):  
Abrari Salleh ◽  
Sha’ri Mohd Yusof
Keyword(s):  
Service Quality ◽  
Process Quality ◽  
Water Services ◽  
Perceived Service Quality ◽  
Services Sector ◽  
Quality Of Water ◽  
Service Quality Evaluation ◽  
Technical Issues ◽  
Product And Process

Objective: The purpose of this conceptual paper is to critically review and discuss the perceived service quality of the water and sewerage services with the addition of sustainability factor with respect to economic, environmental and social aspects among the Malaysian water and sewerage companies. Methodology: The review of various service quality models and sustainability models that has led to our findings on knowledge gap between sustainability and service quality especially in utility services sector (water and energy). Results: The authors propose a modified SERVQUAL model with six independent variables namely tangibles, reliability, responsiveness, assurance, and empathy with an additional dimension i.e. sustainability. Addition of sustainability has modified the existing SERVQUAL instrument to be called sustainable service quality or SUSSERV. Implication: The paper involves discovering the lack of research in sustainability service quality particularly in the context of Malaysian water services (including sewerage). This review should be able to answer the question why SERVQUAL is not appropriate for measuring water services quality thus requiring some improvement or modification using SUSSERV. Previous efforts and focus have been made based on water quality and water treatment or process quality (technical issues), thus this paper is an attempt to fill the gap between service, product and process quality by adding sustainability dimension in service quality evaluation.

Service quality evaluation of automobile garages using a structural approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James ◽  
Jasmin James
Keyword(s):  
Graph Theory ◽  
Service Quality ◽  
Quality Index ◽  
Service Industry ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Kota Cilegon

2020 ◽  
Vol 8 (1) ◽  
pp. 39-46
Author(s):  
Mahfudhoh Mahfudhoh ◽  
Ikhwanul Muslimin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Rapid Development ◽  
Survey Method ◽  
Public Facility ◽  
Public Health Services ◽  
The Government

The hospital is a public facility owned by the government and the private sector which has a very strategic role in efforts to improve public health services. The new health care paradigm requires hospitals to provide quality services according to the needs and desires of patients while still referring to the professional and medical code of ethics. In the rapid development of technology and increasingly fierce competition, the hospital is required to improve the quality of its services. Quality is the core survival of an institution. Therefore, hospitals are required to always maintain consumer confidence by increasing the quality of service so that customer satisfaction increases. This study aims to analyze the influence of service quality on patients satisfaction. The research method used in this study is a survey method with correlation techniques. Data collection techniques using observation, interviews, and questionnaires (questionnaire). The results showed that the analysis of variable X obtained an average of 3.55, meaning that the quality of service at the Regional General Hospital (RSUD) of Cilegon City was in the Good category of 72.67%. Analysis of variable Y obtained an average of 3.50, which means that patient satisfaction at the Regional General Hospital (RSUD) of Cilegon City is in the good category of 70.1%. Analysis of product moment coefficient obtained r = 0.511 means that it has a moderate correlation between variable X and variable Y. The relationship pattern of variables is shown by a simple linear regression equation that is Y = 14.614 + 0.563 X. It shows that the variance that occurs in the variable quality of service can affect performance by 26%, while the remaining 74% is influenced by other factors not examined.   Keywords : service quality, patient satisfaction, hospital

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

Exploring the Relationship between Service Quality of Private Hospitals and Patient Loyalty from the Perspective of Health Service

2020 ◽  
Author(s):  
Yubing GUO ◽  
Ye ZHOU ◽  
Xin XING ◽  
Xiaoqin LI
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Medical Service ◽  
Rapid Development ◽  
Perceived Value ◽  
Medical Services ◽  
Private Hospitals ◽  
Mediating Role ◽  
Patient Loyalty

Background: With increasing demands for medical treatment and healthcare, private hospitals have enjoyed rapid development, and the quality and satisfaction ratings of their medical services have gradually become hotspot issues. We aimed to investigate the influencing mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty. Methods: On the basis of improved patient perceived value, service satisfaction, and loyalty scales, a questionnaire survey was conducted among 300 patients in 15 private hospitals in China. The action mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty were verified via SPSS 22.0 and AMOS 20.0 statistical software. Results: The service quality of private hospitals was positively correlated with patient perceived value, patient satisfaction and patient loyalty. Patient perceived value was positively correlated with patient satisfaction. Patient perceived value, as well as patient satisfaction was positively correlated with patient loyalty. Patient perceived value and patient satisfaction play a mediating role between medical service quality and patient loyalty. Patient perceived value and patient satisfaction play a chain mediating role between medical service quality and patient loyalty. Conclusion: 1) Improving medical service quality is the main path to acquire patient loyalty for private hospitals. 2) When accepting high-quality medical services, patients will think that the cost paid is reasonable, and their satisfaction with private hospitals will consequently increase. 3) As patient satisfaction with private hospitals is elevated to a certain degree, they become increasingly willing to choose these hospitals again and recommend them to others.  

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