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The Effect of Unlimited Improvement on Service Quality (Servqual) – A Case Study of The Higher Education Institutions In Libya

Year 2020, Volume: 8 Issue: 1, 115 - 134, 26.01.2020

Abstract

Many assessment scales were developed by specialists in order to evaluate the different aspects of quality. Unlimited Improvement (UI) is a developed scale that allows professionals to diminish obstacles in improving all aspects of the organizations and encouraging quality practices to be used amongst all of its parts. In this study, the concept (UI) is tested for effect with another quality assessment concepts; (ServQual). The effect is tested on the Libyan higher education institutions through a questionnaire methodology with 382 participants.
Scale used is a 6-point agreement Likert scale and the analysis was performed on SPSS 23 program. Data were analyzed by using different statistical techniques including a correlation analysis, and regression analysis.
The regression analysis shows a positive effect of unlimited improvement on ServQual dimensions and indicators with an R square value of 0.735, which proves the influence of unlimited improvement on increasing the efficiency of the ServQual model.

References

  • Akroush, M. N., & Khatib, F. S. (2009). The Impact of Service Quality Dimensions on Performance: An Empirical Investigation of Jordan’s Commercial Banks. Journal of Accounting, Business And Management, 16(1), 22-44. Ay, O., & Nurov, G. (2017). Impact of Unlimited Improvement On Organizational Performance: An Application. The International New Issues In Social Sciences, 4(4), 89-95. Benshina, K. (2018). The Relationship Between Unlimited Improvement And Business Performance. The International New Issues In Social Sciences, 6. Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving Service Quality In America: Lessons Learned. Academy Of Management Executive, 8(2), 32-52. Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology's Impact on The Gap Model of Service Quality. In P. P. Maglio, & E. Al, Handbook of Service Science: Research And Innovations In The Service Economy, USA: Springer Science+Business Media, pp. 197-218. Cheng, J.-S., & Lin, Y.-C. (2014). Effects of Service Quality on Organizational Performance. Journal Statistics, 30(6), 1131-1140. Dilek, S. (2017). Oyun Teorisi Eşliğinde Sanayi Ekonomisi, Ankara: Seçkin Yayınları. Küçük, O. (2012). Kıyaslama (Benchmarking). Ankara: Seçkin Yayıncılık. Küçük, O. (2016). Bilimsel Araştırma Yöntemleri. Bursa: Ekin Basım Yayın. Küçük, O. (2016). Total Quality Management, Ankara: Seçkin Yayıncılık. Küçük, O., & Küçük, N. (2012). Sınırsız İyileşmenin Örgüt Performansına Etkisi: Bir Uygulama., Konya 10 - 12 Mayıs, p. 769. Liu, C.-M., & Wang, T.-Y. (2017). A Study on The Effect of Service Quality on Customer Loyalty and Corporate Performance In Financial Industry. Problems and Perspectives in Management, 15(2-2), 355-363. Nair, G. (2016). Impact of Service Quality on Business Performance in Hospitality Industries: An Empirical Study. Journal of Tourism, Hospitality and Sports, 17, 10-28. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Percieved Service Quality As A Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using An Extended Service Quality Model. Human Resource Management, 30(3), 335-364. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales For Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3), 201-230. Rakesh, D., Srinath, B. V., & Karki, N. R. (2016). A Conceptual Study of Service Marketing: Competitive Edge of 7P's Over 4P's In Indian Market. International Journal of Application or Innovation In Engineering and Management (IJAIEM), 5(6), 36-40.

Sınırsız İyileşmenin Hizmet Kalitesine Etkisi: Libya Yükseköğrenim Kurumlarında Bir Çalışma

Year 2020, Volume: 8 Issue: 1, 115 - 134, 26.01.2020

Abstract

Kalitenin farklı yönlerini değerlendirmek için uzmanlar tarafından birçok değerlendirme ölçeği geliştirilmiştir. Sınırsız İyileştirme (UI), profesyonellerin kuruluşların tüm yönlerini iyileştirme ve kalite uygulamalarının tüm parçaları arasında kullanılmasını teşvik etmedeki engelleri azaltmalarını sağlayan gelişmiş bir ölçektir. Bu çalışmada, kavram (UI) başka bir kalite değerlendirme kavramıyla (SERVQUAL) etki bakımından incelenmiştir. Etki, 382 katılımcıyla bir anket metodolojisi yoluyla Libya yükseköğretim kurumları üzerinde test edilmiştir.
Kullanılan ölçek 6 puanlık Likert ölçeğidir ve analiz SPSS 23 programında yapılmıştır. Veriler, korelasyon analizi ve regresyon analizi gibi farklı istatistiksel teknikler kullanılarak analiz edilmiştir.
Regresyon analizi, sınırsız iyileştirmenin ServQual boyutları ve 0.735 R kare değerine sahip göstergeler üzerinde olumlu bir etkisi olduğunu gösterir, bu da sınırsız iyileştirmenin ServQual modelinin verimliliğini artırma üzerindeki etkisini kanıtlar.

References

  • Akroush, M. N., & Khatib, F. S. (2009). The Impact of Service Quality Dimensions on Performance: An Empirical Investigation of Jordan’s Commercial Banks. Journal of Accounting, Business And Management, 16(1), 22-44. Ay, O., & Nurov, G. (2017). Impact of Unlimited Improvement On Organizational Performance: An Application. The International New Issues In Social Sciences, 4(4), 89-95. Benshina, K. (2018). The Relationship Between Unlimited Improvement And Business Performance. The International New Issues In Social Sciences, 6. Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving Service Quality In America: Lessons Learned. Academy Of Management Executive, 8(2), 32-52. Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology's Impact on The Gap Model of Service Quality. In P. P. Maglio, & E. Al, Handbook of Service Science: Research And Innovations In The Service Economy, USA: Springer Science+Business Media, pp. 197-218. Cheng, J.-S., & Lin, Y.-C. (2014). Effects of Service Quality on Organizational Performance. Journal Statistics, 30(6), 1131-1140. Dilek, S. (2017). Oyun Teorisi Eşliğinde Sanayi Ekonomisi, Ankara: Seçkin Yayınları. Küçük, O. (2012). Kıyaslama (Benchmarking). Ankara: Seçkin Yayıncılık. Küçük, O. (2016). Bilimsel Araştırma Yöntemleri. Bursa: Ekin Basım Yayın. Küçük, O. (2016). Total Quality Management, Ankara: Seçkin Yayıncılık. Küçük, O., & Küçük, N. (2012). Sınırsız İyileşmenin Örgüt Performansına Etkisi: Bir Uygulama., Konya 10 - 12 Mayıs, p. 769. Liu, C.-M., & Wang, T.-Y. (2017). A Study on The Effect of Service Quality on Customer Loyalty and Corporate Performance In Financial Industry. Problems and Perspectives in Management, 15(2-2), 355-363. Nair, G. (2016). Impact of Service Quality on Business Performance in Hospitality Industries: An Empirical Study. Journal of Tourism, Hospitality and Sports, 17, 10-28. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Percieved Service Quality As A Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using An Extended Service Quality Model. Human Resource Management, 30(3), 335-364. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales For Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3), 201-230. Rakesh, D., Srinath, B. V., & Karki, N. R. (2016). A Conceptual Study of Service Marketing: Competitive Edge of 7P's Over 4P's In Indian Market. International Journal of Application or Innovation In Engineering and Management (IJAIEM), 5(6), 36-40.
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Details

Primary Language English
Journal Section Makaleler
Authors

Aedah Milood Said Kotara This is me 0000-0003-1376-1012

Publication Date January 26, 2020
Submission Date March 20, 2019
Published in Issue Year 2020 Volume: 8 Issue: 1

Cite

APA Kotara, A. M. S. (2020). The Effect of Unlimited Improvement on Service Quality (Servqual) – A Case Study of The Higher Education Institutions In Libya. The International New Issues in Social Sciences, 8(1), 115-134.

The International New Issues in Social Sciences, is international, Scientific, peer-reviewed Journal.
Tini-SOS journal is to evaluate scientific articles in the field of social sciences, especially based on field studies structured in accordance with scientific criteria, and conducts studies to publish studies that provide appropriate measures.