scholarly journals An Enterprise IT Service Quality Model (EISQM) Based on Service Interaction and Its Empirical Research

2013 ◽  
Vol 13 (Special-Issue) ◽  
pp. 167-177
Author(s):  
Liu Zhiliang ◽  
Zhang Jinlong
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Measurement ◽  
Measurement Instrument ◽  
Service Users ◽  
Quality Model ◽  
Cognitive Approach ◽  
It Service ◽  
Service Interaction ◽  
It Department

Abstract The respondents’ perspective on service interaction is an important design consideration in service quality evaluations. In Information Technology (IT) field, the enterprise IT service, unlike the traditional service, entails more service interaction, evolving the interactions between the service users and IT department, the interactions between the service users and IT system. The importance of evaluating the enterprise IT service quality has been discussed for several decades. However, there is no universal agreement on the enterprise IT service quality model. This research, taking a cognitive approach, seeks to construct an enterprise IT service quality model based on the service interaction theory. Based on relative literature, we propose a two-dimensional model: human delivered service and system delivered service quality. Following a psychometric procedure, we have collected data and analyzed the construction of the model. The result shows that the enterprise IT service quality measurement instrument has been developed and validated. This model has provided theoretical support for IT service providers to measure users’ satisfaction and improve the service quality.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

scholarly journals The Role of Service Quality on Subjective Well-Being of Students, With Mediators of Satisfaction and Customer Company Identification

2021 ◽  
Vol 21 (1) ◽  
pp. 43
Author(s):  
Muhamad Singgih Pradipto ◽  
Albari Albari
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Dominant Role ◽  
Well Being ◽  
Survey Method ◽  
Service Users ◽  
Subjective Well Being ◽  
Effective Work ◽  
Company Identification ◽  
The Relationship

The level of service quality is often a shared measure between providers and users of products for transactions. High quality demands by service users can make service providers to implement an effective work culture. For service users, quality can be used as a basis for assessing satisfaction after receiving service. Using certain services can also arouse the customer's self-perception that he is fit to consume the service produced by providers who are committed to quality. High results from quality, satisfaction, and self-identification of users at service providers become the basis for users to conduct subjective well-being evaluations from time to time. The relationship between these variables was disclosed in this study. This study used a survey method, with a population of students who were still actively studying at 6 universities in DIY. A total of 166 students were selected by convenience sampling method to serve as research samples. By using regression analysis and the SPSS program, it can be proven that there is an indirect effect of service quality on subjective well-being. The results showed that satisfaction and customer-company identification have very important roles, because both variables function as mediators of the influence of service quality on subjective well-being, but satisfaction has a more dominant role than customer identification. From the results of this study it is suggested that universities need to pay attention to the closeness of the relationship with their students, but what is more important is to increase their satisfaction with overall services, such as when they are on campus. Keywords-- service quality, satisfaction, customer-company identification, subjective well-being

scholarly journals SERVICE QUALITY IMPROVEMENT FOR SENIOR TOURISTS AT HOTELS AND RESORTS IN THE PERCEPTION OF SERVICE PROVIDERS: NAKHON RATCHASIMA, THAILAND

2020 ◽  
pp. 56-61
Author(s):  
Thanasit Suksutdhi
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Service Providers ◽  
Service Development ◽  
Quality Model ◽  
Five Dimensions ◽  
Interview Method ◽  
Tangible Assets ◽  
Depth Interview ◽  
Tourism And Hospitality

This research aims to investigate the perceptions of service quality improvement among the senior tourists staying in hotels and resorts of the Nakhon Ratchasima province. This qualitative research uses Parasuraman, Zeithaml and Berry’s (1990) service quality model as a theoretical conceptual framework. The in-depth interview method was applied to collect data from five hotel and resort providers in Nakhon Ratchasima province of Thailand. Findings of the content analysis show that hotel and resort managers place great importance on all five dimensions of service quality: 1) Tangible assets, 2) Reliability, 3) Responsiveness, 4) Assurance, and 5) Empathy. Importantly, managers value front-line employees and safety because these are the key factors in attracting senior tourists to hotels and resorts. The findings of this study can be used as guidelines in further improvement of service quality which will benefit the hotel and resort operators as well as government agencies responsible for tourism and hospitality service development.

scholarly journals SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

2019 ◽  
Vol 1 (2) ◽  
pp. 21-39
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Komang Ary Pratiwi
Keyword(s):  
Service Quality ◽  
Measurement Techniques ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Quality Model ◽  
The Past ◽  
Quality Literature ◽  
Effective Models ◽  
Important Measurement

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

scholarly journals Service quality determinants at Zimbabwean state universities

2018 ◽  
Vol 26 (3) ◽  
pp. 374-390 ◽  
Author(s):  
Arnold Moyo ◽  
Sothini Natalia Ngwenya
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Measurement Instrument ◽  
State Universities ◽  
Measurement Instruments ◽  
Content Type ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Context Specific

Purpose This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the ‘university-wide’ overall service quality at National University of Science and Technology (NUST) and to explore differences in service quality perception based on selected students’ demographic characteristics. Design/methodology/approach A case study strategy was used. Focus group discussions were used to qualitatively identify service quality variables; which were then subjected to quantitative evaluation through the administration of questionnaires on a sample of 294 students. Exploratory Factor Analysis was used to reduce the service quality variables into service quality dimensions. Findings Five dimensions of service quality were identified, namely: General Attitude, Facilitating Elements, Access, Lecture Rooms and Health Services. Results also showed that most students (48.3 per cent) perceived overall service quality at NUST to be average while 28.6 per cent and 23.1 per cent had a negative and positive perception of overall service quality respectively. Perceived overall service quality at NUST was found to differ significantly based on ‘students’ year of study’ and ‘faculty group’. Differences based on gender were found to be insignificant. Originality/value Identification of the five dimensions was a progressive step in developing a relevant service quality measurement instrument for a Zimbabwean State University context; and in so doing, contributing to literature on relevant service quality dimensions and measurement instruments in Zimbabwe and Africa in general. This was the first such study in Zimbabwe to address the context specific literature-gap on relevant service quality dimensions.

Service climate in knowledge-intensive, internal service settings

2016 ◽  
Vol 8 (4) ◽  
pp. 462-477 ◽  
Author(s):  
Ronnie Jia ◽  
Blaize Horner Reich ◽  
Heather H. Jia
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Climate ◽  
Content Type ◽  
Service Employees ◽  
Climate Research ◽  
It Service ◽  
Internal Support ◽  
Technical Competency ◽  
Knowledge Intensive

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.

Understanding the normative expectations of customers toward Buddhism-themed hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1409-1441 ◽  
Author(s):  
Kam Hung ◽  
Sha Wang ◽  
Chaohua Tang
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Global Marketing ◽  
Content Type ◽  
Customer Expectations ◽  
Wide Range ◽  
Normative Expectations ◽  
Practitioner Perceptions ◽  
Practical Implications

Purpose – This study aims to understand the normative expectations of travelers on the services and experiences provided by Buddhism-themed hotels as well as how service providers perceive such expectations. The growth of religion-themed hotels in China follows a larger and more generalized global marketing trend in terms of providing tourists and consumers with “themed” experiences. Design/methodology/approach – Using the service quality model, this study investigates these expectations of Buddhism-themed hotels in China. The Delphi method was used with two expert panels, namely, travelers and tourism/hotel practitioners. Preliminary interviews revealed 98 normative expectations from Buddhism-themed hotels. Two sets of Delphi questionnaires were used to compare tourist expectations with practitioner perceptions. Findings – Results show a wide range of expectations of travelers staying in Buddhism-themed hotels. They also reveal how the expectations of the two groups aligned as well as differed. Research limitations/implications – This study extends the application of the service quality model to the context of religion-themed hotels. As this study adopted the Delphi technique through criterion sampling, future studies should use a larger random sample to verify the results of this study. Practical implications – The results help religion-themed hoteliers to understand their customer expectations better. Originality/value – Given the lack of studies on religion-themed hotels, especially on the gap between tourist expectations and service providers’ perceptions, this study is a timely contribution to improve the understanding on the needs and expectations of customers when visiting religion-themed hotels.

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