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Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model

Service quality is an assessment of how well a delivered service fit to the customers’ expectations. It is important to measure service quality to ensure delivered service meets customer satisfaction. Service quality can be measured using the SERVQUAL model. There have not been any studies thus far...

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Main Author: Marji, Marlia
Format: Project Paper Report
Language:English
Published: 2016
Online Access:http://psasir.upm.edu.my/id/eprint/83358/1/FPV%202016%2044%20IR.pdf
http://psasir.upm.edu.my/id/eprint/83358/
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spelling my.upm.eprints.833582020-09-17T00:55:17Z http://psasir.upm.edu.my/id/eprint/83358/ Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model Marji, Marlia Service quality is an assessment of how well a delivered service fit to the customers’ expectations. It is important to measure service quality to ensure delivered service meets customer satisfaction. Service quality can be measured using the SERVQUAL model. There have not been any studies thus far investigating service quality in veterinary hospitals. Therefore, this study was conducted to measure service quality in the Feline section of University Veterinary Hospital (UVH), Universiti Putra Malaysia (UPM) to identify areas to improve performances. This study was conducted at the Feline section for four weeks. Two sets of questionnaires based on the SERVQUAL model were given to the customers. The first set of questionnaire is on customers’ expectations of veterinary hospitals in general, while the second set of questionnaire is on customers’ perceptions of UVH. The SERVQUAL model measures service quality based on gap score (GS) of five dimensions which are tangibles, reliability, responsiveness, assurance and empathy. A gap score on each dimensions was computed based on the following formula; GS = Perception (P) – Expectation (E). 89 respondents participated in this study. Customers’ perceptions do not meet customers’ expectations in all five dimensions. There was a significant difference in mean of expectations and mean of perceptions (P< 0.05) in all dimensions except for empathy. The lowest gap scores were exhibited by tangible (-0.176) and empathy (-0.140) dimensions. The highest gap scores were exhibited by reliability (-0.494) and responsiveness (-0.431) dimensions. Although assurance dimension had a gap score of -0.281, UVH have closely met the customers’ high expectations in this dimension. UVH should invest to improve its reliability and responsiveness dimensions for better performances in service quality. 2016-03 Project Paper Report NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/83358/1/FPV%202016%2044%20IR.pdf Marji, Marlia (2016) Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model. [Project Paper Report]
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Service quality is an assessment of how well a delivered service fit to the customers’ expectations. It is important to measure service quality to ensure delivered service meets customer satisfaction. Service quality can be measured using the SERVQUAL model. There have not been any studies thus far investigating service quality in veterinary hospitals. Therefore, this study was conducted to measure service quality in the Feline section of University Veterinary Hospital (UVH), Universiti Putra Malaysia (UPM) to identify areas to improve performances. This study was conducted at the Feline section for four weeks. Two sets of questionnaires based on the SERVQUAL model were given to the customers. The first set of questionnaire is on customers’ expectations of veterinary hospitals in general, while the second set of questionnaire is on customers’ perceptions of UVH. The SERVQUAL model measures service quality based on gap score (GS) of five dimensions which are tangibles, reliability, responsiveness, assurance and empathy. A gap score on each dimensions was computed based on the following formula; GS = Perception (P) – Expectation (E). 89 respondents participated in this study. Customers’ perceptions do not meet customers’ expectations in all five dimensions. There was a significant difference in mean of expectations and mean of perceptions (P< 0.05) in all dimensions except for empathy. The lowest gap scores were exhibited by tangible (-0.176) and empathy (-0.140) dimensions. The highest gap scores were exhibited by reliability (-0.494) and responsiveness (-0.431) dimensions. Although assurance dimension had a gap score of -0.281, UVH have closely met the customers’ high expectations in this dimension. UVH should invest to improve its reliability and responsiveness dimensions for better performances in service quality.
format Project Paper Report
author Marji, Marlia
spellingShingle Marji, Marlia
Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
author_facet Marji, Marlia
author_sort Marji, Marlia
title Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
title_short Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
title_full Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
title_fullStr Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
title_full_unstemmed Customer satisfaction on service quality of University Veterinary Hospital (UHV) feline section, Universiti Putra Malaysia (UPM) : application of SERVQUAL model
title_sort customer satisfaction on service quality of university veterinary hospital (uhv) feline section, universiti putra malaysia (upm) : application of servqual model
publishDate 2016
url http://psasir.upm.edu.my/id/eprint/83358/1/FPV%202016%2044%20IR.pdf
http://psasir.upm.edu.my/id/eprint/83358/
_version_ 1678594262684401664
score 13.211869

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