Evaluating The Variable Of Customer Feedback With Respect For Service Quality Of University Campus Sports Center

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

SERVQUAL Model (Service Quality) developed by Parasuraman, Zeithaml, and Berry (1990). SERVQUAL built on their comparison of two main factors, namely real customer perception of the services they receive (Perceived Service) with actual services expected / desired (Expected Service). If the reality is more than expected, the quality of service can be said, but if the reality was less than expected, then the service is said to be inferior. If the same reality with expectations then the service satisfactory.

For developing a questionnaire, exploratory research is needed to investigate the likely determinants or attributes to be considered. Personal or focus interviews with the service users would be recommended. And for defining the scale attributes, a manager can capitalize on the previous empirical works cited in literature that are relevant to his or her own

Some academic researchers have created comprehensive scales to measure e-SQ. Since SERVQUAL is the definitive measurement of service quality (Wilson et al, 2008), it stands to reason that many scales measuring e-SQ would be based

The objective of this study is to investigate the relationship between service qualities of the Olympic sports club and its customer’s satisfaction.

Service quality is thought to be a critical measurement of competitiveness. Providing excellent service quality and high customer satisfaction is the vital issue and challenge facing the modern service industry. Service quality is an important subject in both the public and private sectors, in business and service industries (Zahari et al., 2008). It is the degree to which a service meets or exceeds customer needs and expectations that is important. During the past two decades, service quality has become a major area of consideration to practitioners, managers and researchers because of its strong influence on business performance, lower costs, and return on investment, customer satisfaction, customer loyalty and gaining advanced profit (Ostrowski & O 'Brien, 1993).

Parasuranman et al (1985) is one of the cornerstone studies of service quality, which gave the definition of service quality as the discrepancy between customers’ expectation for service and their perceptions of service performance they receive. The three authors further developed a comprehensive measurement set of service attributes called SERVQUAL. An appliance repair and maintenance firm, several retail banks, a long-distance telephone provider, a securities broker, and credit card companies. ERVQUAL is a 22-item scale which measures service quality from five perspectives; reliability, responsiveness, assurance, empathy, and tangibles (Parasuraman et al, 1988). SERVQUAL has been widely used as criteria of evaluating service quality (e.g., Reidenbach & Sandifer-Smallwood, 1990; Tan & Pawitra, 2001; Markovic & Raspor, 2010). Zeithaml et al (1990, p. xi) applauded

Amorim and Bashashi Saghezchi, inspired by the work of Dabholkar et al. (1996) and Vazquez et al. (2001) retail service quality scale (RSQS), used exploratory interviews with consumers by developing a questionnaire with two sets of twenty-four. The first set focused on consumer expectations of quality in retail stores using the ffour major dimensions (“physical aspects”, “reliability”, “personal interaction”, and “policies”). While the second set used the same dimensions, but was more concerned with customer perceptions about the service that was experienced. Consumers were to rate each question from 1, being the least important, to 7, having the most importance. A total of 248 surveys were taken to be analyzed. Preliminary questionnaires were also set to

As a way of trying to measure service quality, researchers have developed a methodology known as SERVQUAL – a perceived service quality questionnaire survey

From plentiful literatures we can see customer satisfaction is related to the quality both of product and service. According to Regan (1963), he is one of the first to draw the relation between service quality and customer satisfaction, and since that time service industry research has flourished for a long time. Specifically, practitioners and academicians have been interested in how consumers conceptualize service quality.

CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri.hr ABSTRACT One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the

Jain et al., (2011) proposed that like the corporate, academic institutions also need to continuously innovate, diversify their structure and find new ways of delivering their services more effectively to their customers. To obtain a sustainable competitive advantage, it is imperative to understand the importance of customer satisfaction and perceptions of services quality offered and received. In education services, it is the student who is bearing all the expenditure to obtain the services as perceived. Thus they deserve the best education, therefore, quality has become a competitive weapon for the institutions to serve and attract their primary customers i.e. students (Senthilkumar and Arulraj, 2010). The present study is an attempt to develop a conceptual framework that helps the education institutions to understand the concept of service quality in higher education so that it can help them to improve their education quality. Improving service quality within a higher education context is often mentioned as an internal goal without any explicit references to what is meant by service quality in higher education (Sultan & Wong, 201*2).

Service quality, in terms of customers’ perception, arises from a comparison of what customers expect that companies should offer with the companies’ service performance they perceive (Parasuraman et al, 1988). In order to maximise customer satisfaction, companies need to know what service components are important in customers’ perception and try to deliver good service quality with suitable proportions of those components.

1. Choi T.C and Chu.R, 2001, determinant of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotels history.