scholarly journals Impact of Library Service Quality on Students’ Satisfaction in Higher Educational Environments: The Case of Wollo University

2019 ◽  
pp. 1-6
Author(s):  
Lingerew Atinkut ◽  
Yadergal Abe
Keyword(s):  
Service Quality ◽  
Research Design ◽  
Linear Regression Analysis ◽  
Library Service ◽  
Five Dimensions ◽  
North East ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact ◽  
Students Satisfaction

Aims: The main aim of the study is to analyze the impact of library service quality dimensions on students’ satisfaction in higher education. Study Design: Cross-sectional research design was applied. The explanatory research design was used to identify cause and effect relationships between library service quality dimensions and students’ satisfaction. Place and Duration of Study: The study was conducted in wollo university, North East Ethiopia between January 2016 and September 2017. Methodology: 366 students were selected proportionally by using simple random sampling technique after students stratified into colleges to identify their perceptions of library service quality. Close-ended structured self-completion questionnaires, adapted from the SERVQUAL instrument were used to collect data. Descriptive statistical analysis was used to describe respondents’ demographic characteristics. Correlation and multiple linear regression analysis was used to analyze the impact of each of the five dimensions of SERVQUAL on the overall satisfaction of students’ about library service with the aid of statistical package for social science ( SPSS) version 20.0. Results: Correlation of library service quality and students’ satisfaction was 0.569, p<0.01. It was significant enough to show the correlation between the two variables. Since the correlation was positive, library service quality and student satisfaction are positively related, which means better library service quality brings higher students’ satisfaction. The coefficient of determination i.e adjusted R-square (R2) value was 0.843 representing that 84.3% of students satisfaction can be explained by the five dimensions of library service quality. Conclusion: Correlational results indicate that there is a positive correlation between the dimensions of library service quality and students’ satisfaction. Regression tests revealed that offering quality library service has a positive impact on overall students’ satisfaction.

Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Evangelos Psomas ◽  
Nancy Bouranta ◽  
Maria Koemtzi ◽  
Efthalia Keramida
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Policy Decision ◽  
Content Type ◽  
Citizen Satisfaction ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

PurposeCitizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.Design/methodology/approachA questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.FindingsAccording to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.Originality/valueThe present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables

2017 ◽  
Vol 13 (1) ◽  
pp. 1-20 ◽  
Author(s):  
Savdeep Vasudeva ◽  
Gurdip Singh
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Mobile Banking ◽  
Service Usage ◽  
Economic Variables ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Core Service ◽  
Socio Economic Variables ◽  
The Impact

This study addresses a research gap in mobile banking (M-banking) related to post service usage consumer behavior and aims to discover the impact of electronic core (e-core) service quality dimensions on the perceived value of service in relation to three socio-economic variables i.e. gender, age and income. The study attempts to identify whether the impact of these dimensions vary as per the difference in socio-economic demographics? Further, E-S-QUAL scale representing dimensions of e-core service quality is utilized and data collection is conducted from a survey of 600 mobile banking users of the Punjab State in India. The collected data is then put to test using Multiple Regression Analysis and Cronbach's alpha. Findings of the study reveal that different customers perceive these dimensions differently depending upon their demographics. This study has important implications for academic research related to e-service quality or to any one doing research in the field of M-banking.

scholarly journals Impact of Tourist Service Quality in Four and Five Stars Hotels in Jordan on Tourist Behavior

2015 ◽  
Vol 6 (1) ◽  
pp. 74
Author(s):  
Arwa Ahmed Al-Oguiliy ◽  
Mohammad Shabeeb Khasawneh
Keyword(s):  
Service Quality ◽  
Tourist Behavior ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact ◽  
Tourist Service

<p>The study aimed to investigate the impact of service quality on tourist behavior in five and for stars hotels in Jordan. A self administrated questionnaire was designed and distributed over a sample of hotels guest in Amman, the capital amounting 90 guests. The collected data was analyzed the study findings indicated that service quality impact tourists behavior and all service quality dimensions (reliability, responsiveness, assurance, empathy and tangible) also have an impact on tourist behavior. The study suggested some recommendations.</p>

Mobile banking service quality and customer relationships

2017 ◽  
Vol 35 (7) ◽  
pp. 1068-1089 ◽  
Author(s):  
Manon Arcand ◽  
Sandrine PromTep ◽  
Isabelle Brun ◽  
Lova Rajaobelina
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Mobile Platforms ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

scholarly journals Effects of Service Quality on Customer Satisfaction in Nepalese Commercial Banks

2018 ◽  
Vol 24 (1-2) ◽  
pp. 1-16
Author(s):  
Achyut Gnawali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Joint Venture ◽  
Commercial Banking ◽  
Secondary Sources ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Attitudes ◽  
The Impact

 Service Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market. This study has tried to discover the impact of service quality on customer satisfaction in Nepalese commercial bank. A structured questionnaire with 5 point Likert scale has been used to collect the data by conducting survey. The sample size is 392 and is chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 22).Both primary and secondary sources of data are collected and used. Result of the study shows that tangibility, reliability, responsiveness, assurance and empathy significantly and positively influence customer attitudes in terms of satisfaction, i.e. service quality dimensions are crucial for customer satisfaction in public, private and joint venture commercial banking sector in Nepal.The Journal of Development and Administrative Studies (JODAS) Vol. 24 (1-2), pp. 1-16

scholarly journals Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

2020 ◽  
Vol 4 (1) ◽  
pp. 53-76
Author(s):  
Amna Khan ◽  
Syed Sohaib Zubair ◽  
Sobia Khurram ◽  
Mukaram Ali Khan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Online Shopping ◽  
Reliability And Validity ◽  
Research Strategy ◽  
Path Coefficient ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

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