Professional Documents
Culture Documents
John Hall
INTRODUCTION
2000
759
453
148
110
48
169
99
69
113
146
568
8
1763
2005
1141
698
185
191
67
219
127
92
143
167
636
9
2316
2010
1761
1059
265
349
88
283
168
115
182
194
719
10
3149
2015
2534
1565
356
501
112
362
222
140
229
225
804
12
4165
2020
3598
2319
467
676
136
464
295
168
286
260
879
13
5500
2025
5004
3389
586
869
161
561
371
189
327
287
963
13
7155
Growth (%)*
7.8
8.4
5.7
8.6
5.0
4.9
5.4
4.1
4.3
2.7
2.1
2.0
5.8
Q=
1 22
( Pi Ei)
22 i =l
Where:
Q = Perceived service quality
Pi = Performance level perceived on attribute i for the delivered service,
and
Ei = Expected performance level on attribute i for the service generally. 22
represent the number of questions used.
Parasuraman et al (1988, 1991 and 1994) identified five dimensions of
service quality. They are tangibility, reliability, responsiveness, assurance
and empathy. Tangibility refers to the appearance of physical facilities,
equipment, personnel, and communication materials; reliability to the ability
to perform the promised service accurately and dependably; responsiveness
Journal of Services Research, Volume 6, Special Issue (July, 2006)
Authors
Lassar et al, 2000; Marshall and Smith, 1999; Angur
et al, 1999
Brokerage services
Lin and Wei, 1999
Building maintenance
Siu et al, 2001
Higher education
Engelland et al 2001 and 2000; Comm et al, 2000;
Houston and Rees 1999; Kwan and Ng, 1999;
Hampton, 1993; Davis and Allen, 1990.
Information services
Jiang et al, 2000; Van, D. et al, 1999; Kettinger and
Lee, 1999
Local authority services
Wisniewski, 2001; McFadyen et al, 2001; Donnelly
and Shiu, 1999).
Market research
Donnely et al, 2000
Medical and health care Dean, 1999; Curry et al, 1999; Llosa et al, 1998;
services
OConnor and Bowers, 1990.
Restaurant service
Heung et al, 2000
Retailing
Metha et al, 2000a, 2000b
Shipping
Durvasula et al, 1999
Travel services
Kayanama and Black, 2000
Manova
.01
Anova
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.01
.05
.01
.01
.01
.01
Indonesia
6.3
6.1
6.5
6.6
6.4
6.1
6.1
Thailand
6.1
6.2
6.6
6.5
6.2
5.9
6.1
5.8
6.0
6.2
6.2
China India
5.5
6.6
5.2
6.4
Indonesia
6.2
5.9
Thailand
6.0
6.0
5.7
5.5
6.1
5.4
6.8
6.7
6.9
6.6
6.5
6.5
6.6
6.2
6.4
6.4
6.4
6.1
5.6
6.7
6.3
6.2
Indonesia
6.2
6.2
6.3
6.4
6.4
6.5
6.0
6.3
India
4.4
6.3
Indonesia Thailand
4.9
4.4
5.9
5.9
6.8
6.6
6.3
6.4
6.2
5.9
5.9
5.9
5.6
6.3
6.1
5.7
6.5
6.4
6.6
6.1
5.7
6.1
5.9
5.9
5.9
5.9
5.7
6.2
China
6.3
5.8
6.1
4.9
5.7
5.8