Although they state the scale may be useful, it will still cause the fitness centre problems as customer expectations always seem to be higher than their perception. Consumers always want the best; therefore the managers of fitness centres will have difficulty in improving these scores and providing the perfect service for each customer.
After consumers have experienced a service, their attitudes about the service quality may alter over a certain period of time and can change their future attitudes.
For example, just after a person has experienced a holiday they may think it was average or below average but as the person looks back over a period of time then they may feel that it was an enjoyable experience. So the perception of services can interestingly change over a period of time. This will allow greater feedback as more customers will be willing to answer the questions as there is a reduction in time taken to complete the questionnaires.
Another benefit is that the results gained from measuring customer perceptions only are more relevant and meaningful as it is discovered straight away what the customers thought of the service. However, several authors will argue the fact that measuring customers expectations are still important Parasuraman et al ; Gronroos ; Bopp The debate between the two scales has been continuous.
They stated that although Cronin and Taylor suggest that there is little empirical evidence to support the theory of perceptions minus expectations gap, many researchers have supported this theory Crompton and Mckay ; Gronroos, Cronin and Taylor responded to the arguments made by Parasuraman et al and suggest that they are not the only researchers to challenge the SERVQUAL model and many others have found faults in the model Grewal and Brown, ; Hartline and Ferrell, Cronin and Taylor strongly believe that their scale is valid, reliable and very useful in measuring service quality and consumer attitudes.
The fitness centres in Korea at this time were gradually increasing, as demand was increasing. Consequently, the managers of fitness centres wanted to know what customers in this new field required so they could implement it in their fitness centre and gain a competitive advantage over existing and new competitors. A variety of different models and tools have been assessed in the literature review.
Although other models have been proposed which directly measure service quality in fitness centres they have not received the same support that the SERVPERF scale has. Hypotheses 1 — There will be no significant difference in service quality between fitness centre A and fitness centre B. Hypotheses 2 — The empathy dimension will be the highest rated dimension.
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The email address is already associated with a Freelancer account. Enter your password below to link accounts: I forgot my password. Looking to make some money? Apply for similar jobs. Set your budget and timeframe. Get paid for your work. Naeem H, Akram A Service quality and its impact on customer satisfaction: An empirical evidence from the Pakistani banking sector.
A Hong Kong based study. Contemporary Management Research 9: The Case of Faisalabad. International Journal of Marketing Studies 3: Ben I Evaluating customer satisfaction in banking services.
International Review of Business Research Papers 3: A case study in Bangkok. International Journal of Humanities and Management Science 1: Amercian International Journal of Contemporary Research 4: International Journal of Multidisciplinary Research Review 1: Sabir RI Factors affecting customer satisfaction in banking sector of Pakistan. International Review of Management and Business 3: International Journal of Business and Social Science 4: Ma Z Assessing service ability and reliability to affect customer satisfaction of internet banking.
Journal of Software 7: International Journal of Economics, Commerce, and Management 3: Arokiasamy ARA The impact of customer satisfaction on customer loyalty and intentions to switch in the banking sector in Malaysia. The Journal of Commerce 5: Interdisciplinary Journal of contemporary research in business 5: Karim RA, Chowdhury T Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies 2: International Journal of Trade, Economics and Finance 2: Case study of a private commercial joint stock bank in Vietnam.
Theory and Practice Siddiqi KO Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh.
International Journal of Business and Management 6: Rehman AA Customer satisfaction and service quality in Islamic banking: Qualitative Research in Financial Markets 4: Koloory HR Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank. International Journal of Organizational Leadership 4: Quyet TV Service quality effects on customer satisfaction in banking industry.
International Journal of u- and e-Service, Science and Technology 8: Study in consumer banking sector. Journal of Contemporary Management Science 4: Cheserek LK Effect of quality financial services on customer satisfaction by commercial banking Kenya. International Journal of Humanities and Social Science 5: Hinson R Determinants of Ghanaian bank service quality in a Universal banking dispensation.
Banks and Bank Systems 1: Afro Eurasian Studies 2: Global Economy and Finance 7: A Study on Khulna. Science Journal of Business and Management 1: Dinh V, Pickler L Examining service quality and customer satisfaction in the retail banking sector in Vietnam. Journal of Relationship Marketing European Journal of Business and Management 7: A field study of Arab bank in Irbid city, Jordan.
A Case Study in Penang, Malaysia. Academic Research International 4: International Journal of Business and Economics Research 4: Customers of Boushehr bank sepahas a case study Majjid esmailpour. Interdisciplinary Journal of Contemporary Research in Business 3: The mediating influence of service quality and organizational oath. American Journal of Trade and Policy 1: International Journal of Bank Marketing Karatepe OM Service quality, customer satisfaction and loyalty:
Service quality becomes the crucial issue for hospitality industry and the theory of service quality has evolved over long period of time through testing and trials in service sector.. The demanding customers and increased sense of customer satisfaction led to the use of the new service parameters making hoteliers to implement quality management as an effective aid.
Service quality literature is predominantly concerned with the customer's perspective; there is a scarcity in the amount of research concerning the staff's perspective: 'â€¦there is something of a paucity of published research on the support staff's perspective' (Reynoso, and Moores , p).
LITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of “service quality” and “customer satisfaction” and the Customer satisfaction survey in website: satoshivmig.tk Key words: Service Quality, Customer Satisfaction, Consumer behavior INTRODUCTION A LITERATURE REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION Akram Jashireh Department of Management and Accounting, College of Humanities, Islamic Azad university of Hamedan Branch,Hamedan, Iran.
ก 98 (˘ ˇ- ˙ ˇ˘ ˇ ) 79 LITERATURE REVIEW OF SERVICE QUALITY IMPROVEMENT IN THE RETAIL BANKING INDUSTRY satoshivmig.tkmphol Chaoprasert*. Service quality in healthcare establishments: a literature review 11 specific attributes or cues, while satisfacti on involves a wider range of determinants, including .