Homeworks academic service


Research papers on service quality and customer satisfaction

The five dimensions of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, are the identified independent variables, while customer satisfaction as the identified dependent variable. A total of respondents participated in the survey.

This research will discuss on how the concept is being measured and outline various models of service quality and introduce the SERVQUAL model in particular.

  • In this research paper, the researchers have focused on service quality and customer satisfaction literature that has been receiving significant attention over the last few years;
  • This research paper is classified in two fold namely Quality of Service and satisfaction of customers in banks across various countries;
  • Hair, Babin, Money, and Samouel mentioned that effectiveness and high response rate are the reasons for researchers use questionnaire widely to collect primary data if the population of respondents is well-educated;
  • Juran , in the business perspective state that qualities are those features of products which meet customer needs and thereby provide customer satisfaction;
  • Demographics Profiles of Respondents 5.

Furthermore, at the same time this study will highlighting why it is of particular interest to study the relation between service quality and customer satisfaction in Auto Bavaria Glenmarie and why SERVQUAL model is apply in this research. Service quality is an approach to manage a business processes in order to ensure full satisfaction of the customers which will help to increase competitiveness and effectiveness of the service industry especially in Auto Bavaria.

Quality in service is very important especially for the growth and development research papers on service quality and customer satisfaction service sector business enterprises Rahaman et al, It works as a factor of customer satisfaction Ruyter and Bloemer, With the increase of the importance of service sector in Malaysian economy, the measurements of service quality become important.

Different strategies are formulated to retain the customer and the key of it is to increase the service quality level. The quality of services offered will determine customer satisfaction and long term loyalty Naik et al. However, all these attributes fit into ten dimensions and later being condensed into five dimensions of service quality Parasuraman et al. Finally, the best five dimensions to measure the service quality are; tangibility, reliability, responsiveness, assurance and empathy.

A service quality gap exists when there are shortfall occur in which the service provider would like to close Lewis et al. For examples, insufficient of sales, planning procedures and marketing research, organization do not focus on the demand quality, unsystematic service development service, lack of personnel training and so forth. This gap model is one of the best-received discoveries, a practice of problem solving and most heuristically valuable contributions to the service literature according to Brown and Bond Over the years, Auto Bavaria has successfully built BMW into one of the most desirable luxury automotive brands in the country.

In benchmarking Auto Bavaria against the best BMW dealers in the world, they make customer satisfaction as the top priority at Auto Bavaria. They record possibly the highest man hours in training annually in the local automotive industry to keep our staff on top of the latest innovations and technologies and constantly review processes to improve efficiency.

Besides providing new car from the factory, Auto Bavaria also offer used car for the customer. Even the customer owned used car from the BMW products especially at Auto Bavaria, they will get full advantage of buying this type of car same with the customer who buy a new car.

It is because, Auto Bavaria only offer recent BMW models with low mileage and complete service history will be considered. To make the cut, all vehicles then undergo a thorough car services includes systems, mechanisms and safety components. Used car prices with the new car security and warranty, which is the promise. On the other hand, Auto Bavaria offers the customer opportunity to trade in their old BMW car to a new one.

Based on the terms and technical appraisals, Auto Bavaria will 5 be able to provide the customer with a fair trade in price for the customers to own a new car. Even the well known Malaysian car manufacturer, Proton also generates a lot of innovative ideas in producing new car accordance with the science and technologies development and also the demands from the customer.

Product from the east countries especially these two countries become the consumer current choice instead of buying the Europe car. It is because the qualities offered by them are very good indeed and they also have loyalty program for their customers. Even though they sell the same product as Auto Bavaria, being different and perform quality in terms of customer service compared to the other dealer is also can be one of the strategies to promote the consumers to prefer Auto Bavaria.

In addition, the Malaysian government has announced that the pricing of regulated RON 95 increased by 20 cent per litre starting on 3 rd September According to Whitethe author of Los Angeles Times, when the gasoline prices increase, consumers preferably would like to buy the small economy car. By offering quality and effective customer service plus with the product quality itself, it can make Auto Bavaria different from the other car dealer.

So, in this research, there are a lot of question can be roll out in order to maintain the service quality such as what are the key measurements of service quality in Auto Bavaria? Does Auto Bavaria know how customer evaluates their service quality? Does Auto Bavaria need any improvement regarding to maintain or enhance their best quality service to customers? What are the different between Auto Bavaria and the other dealer?

The research study will be guided by the following research question for the investigations as follows: It will focus on the relationship of the four 5 independent variables of SERVQUAL model Spreitzer, which are tangibles, reliability, responsiveness, assurance and empathy with the identified dependent variable; customer satisfaction. The objectives of the study are: There is a significant correlation between service tangibility and customer satisfaction in Auto Bavaria, Glenmarie.

There is a significant correlation between service reliability and customer satisfaction in Auto Bavaria, Glenmarie. There is a significant correlation between service responsiveness and customer satisfaction in Auto Bavaria, Glenmarie.

There is a significant correlation between service assurance and customer satisfaction in Auto Bavaria, Glenmarie. There is a significant correlation between service empathy and customer satisfaction in Auto Bavaria, Glenmarie. According to Dr Norzaidithe selection of variables in a study must have the characteristics that can be measured and it is important especially when creating and designing a questionnaire.

Theoretical framework must demonstrate an understanding of theories and concepts that are relevant to the topic of research paper. Theoretical framework is not something that can be found readily in a literature. Researcher must review course readings and pertinent literature such as journals and articles in order to search related theories and analytic research papers on service quality and customer satisfaction that are relevant to SERVQUAL model.

Selection of a theory should depend on its appropriateness, ease of application, and the explanation itself Trochim, It is modified from the Zeithaml et al gap model theory.

  1. Application of servqual model. Descriptive Research Descriptive research involves transformation of raw data into a form that would provide information to describe a set of factors in a situation.
  2. However, the customer satisfactions vary according to the nature of service [ 4 ]. Even the customer owned used car from the BMW products especially at Auto Bavaria, they will get full advantage of buying this type of car same with the customer who buy a new car.
  3. Assurance services in Government Banks better when compared to Private Banks. According to Dr Norzaidi , the selection of variables in a study must have the characteristics that can be measured and it is important especially when creating and designing a questionnaire.

Purpose of this study is to examine the how tangibility, reliability, responsiveness, assurance and empathy of service which are the independent variables can bring impact on the dependent variables, customer satisfaction towards the service quality at Auto Bavaria.

Each of the bodies of literature is discussed which is focus on the specific nature of the relevant literatures that relates to this study. Therefore, in this study, each independent variables and a dependent variable will be reviewed on previous studies that are related to this topic.

  • Businessmen and low income groups satisfied more with the service quality of the bank, whereas middle income and higher income group not much satisfied with the services provided by the Bank [ 32 ];
  • International Journal of Business and Management 5;
  • The questionnaire consisted of 32 items where 27 items was for service quality and 5 items was for customer satisfaction;
  • Product from the east countries especially these two countries become the consumer current choice instead of buying the Europe car;
  • Responsiveness are reflects of the willingness to help customers and provide prompt service;
  • These dimensions mainly focus on the human aspects of service delivery responsiveness, reliability, assurance, and empathy and the tangibles of service.

Goods are most tangible which can be refer as an object that the customer can see, touch or taste while services based on the business perspectives are more of a valuable action, a deed, performance or an effort to satisfy a need and fulfil the demand from the customer Rouse, There are many definitions of services in the literature may depend on the scholars and focus on a specific research Groonros, However, one of the most important and unique characteristics of services is that services are processes, not things, which mean that a service firm has no product or does not produce a tangible commodity and only an interactive process.

One of them is a Romanian engineer, Joseph M. Juran also have his own point of view regarding to the quality meaning.

A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

Juranin the business perspective state that qualities are those features of products which meet customer needs and thereby provide customer satisfaction. The purpose of such higher quality is to provide greater customer satisfaction. However, providing more or better quality features usually requires an investment and hence usually involves increases in costs. Deming on the other hand states that good quality means a predictable degree of uniformity and dependability with a quality standard suited to the customer.

Besides that, according to Deming the customer's definition of quality is the only definition that 11 matters. However, from reviewing articles on quality, it has been found that early research has been focusing on defining and measuring the quality of tangible goods and products Garvin,Juran while the more challenging service sector was disregarded.

Crosby defined quality of goods as "conformance to requirements"; Garvin identified internal those observed before a product left a factory and external those incurred in the field after a product had been delivered and installed failures and measured quality by counting the malfunctions. Parasuraman, Zeithaml and Berry stated that it may inappropriate to use a product-based definition of quality when studying the service sector and therefore developed the expression of "service quality".

  1. It works as a factor of customer satisfaction Ruyter and Bloemer, Business Process Management Journal.
  2. Furthermore, the relevant articles and other sources through internet and online library are aiding in the research. Also the study used Varimax method in the exploratory factory analysis for rotation method which attempted to minimize the number of variables that have high loadings on each factor.
  3. Information Management and Business Review. The Case of Faisalabad.
  4. So many authors [] asked for its reliability and validity. Leadership in Health Services.
  5. Quality in service is very important especially for the growth and development of service sector business enterprises Rahaman et al,

For this particular study, only one definition was chosen and used for it to fit the purpose. Considering the research questions and branch studied, Parasuraman et al.

These dimensions mainly focus on the human aspects of service delivery responsiveness, reliability, assurance, and empathy and the tangibles of service. Tangibility of a service is a scale that measures how dependable a customer views a service provider to be based upon the quality of its most visible attributes.

Tangibles can be includes physical facilities, equipments, and staff appearance etc. The showroom cleanliness in Auto Bavaria also can be an example of tangibles service quality. Jarmo Lehtinen views service quality in terms of physical quality corporate imagequality and interactive quality.

Physical quality refers to the tangible aspects of the service. Corporate quality refers to how current and potential customers, as well as other publics, views image of the service provider.

Reliability of a service can be defined as the ability of service provider to perform the promised service dependably and accurately. Responsiveness are reflects of the willingness to help customers and provide prompt service. There are no excuses given for the luxury price to any late service.

Besides that, assurance quality is a knowledge and courtesy of employees and their ability to inspire trust and convey confidence among customers. For examples, the customer service representatives at Auto Bavaria can show respect for any customer who come to the store and being polite to them.

Empathy quality which is the last dimension on SERVQUAL Model is a caring, ability to be approachable, and giving individual attention that the company can provides to the customers.

  • It also includes the identifications of the five independent variables in this research namely as tangibles, reliability, responsiveness, assurance and empathy;
  • There are no excuses given for the luxury price to any late service;
  • Even the customer owned used car from the BMW products especially at Auto Bavaria, they will get full advantage of buying this type of car same with the customer who buy a new car;
  • Health Services Management Research;
  • Empathy dimension of the service quality showed the highest significant relationship with customer satisfaction followed by assurance dimension [ 49 ].

Triplett further suggests that service research papers on service quality and customer satisfaction has become an important topic because of its apparent relationship to costs, profitability, customer satisfaction, customer retention and positive word of mouth and it is widely considered as a driver of corporate marketing and financial performance.

Chapter Three will have discussion on research design, data and information collection methods, the design of the questionnaire, sampling design and so forth. On the other hand, the methods of data analysis which consists of factor analysis, reliability test, descriptive statistics, mean aid on development of hypotheses for this study. Research Design Research design is the important step to gather and analyze the imperative data and assist to find the location of the study, sample size, population and so on.

It also includes the identifications of the five independent variables in this research namely as tangibles, reliability, responsiveness, assurance and empathy. Quantitative Design Quantitative research will be applied based on the nature of study to gather a representative data from the targeted respondents.

To better understand the impact of service quality on customer satisfaction through a SERVQUAL analysis, researchers have often focused on quantitative approaches by Turley and Milliman, It is used to quantify attitudes, behaviours of the customers that consume service in Auto Bavaria.

The advantage of using quantitative research is that it produces reliable data that are usually qualified to some large population. In this study, online and paper survey are used to collect the data from the respondents Wyse, Descriptive Research Descriptive research involves transformation of raw data into a form that would provide information to describe a set of factors in a situation.

Descriptive study requires a sample of hundreds or thousands of subjects to generate an accurate relationship between selected variables. Descriptive research is more efficient and able to obtain information with reference to test for hypotheses.

Descriptive research studies the frequencies, average, 14 central of tendency, dispersion and other statistical calculations. By using descriptive data, researchers can know a substantial amount about the research problem and able to clearly define what should be measured on this research. Data Collection Methods In this study, there are two ways in gathering data which is through primary and secondary data.

Primary Data According to Nareshp. The primary data that will be used is questionnaire survey whether by online or paper.