A paradox of service quality in Turkey: The seemingly contradictory relative importance of tangible and intangible determinants of service quality

European Business Review

Volumn 17, Issue 1, 2005, Pages 5-20

  Kara, Ahmet ^a   Lonial, Subhash ^b   Tarim, Mehves ^c   Zaim, Selim ^a  

^a FATIH UNIVERSITY   (Turkey)

^b UNIVERSITY OF LOUISVILLE   (United States)

^c MARMARA UNIVERSITY   (Turkey)

Author keywords

Customer services quality; Determinants; Hospitals; Patients; Quality awareness; Turkey

Indexed keywords

EID: 18844369849     PISSN: 0955534X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09555340510576230     Document Type: Article

References (39)

1. Andaleeb, S.S. (2001), “Service quality perceptions and patient satisfaction: a study of hospitals in the developing country”, Social Science & Medicine, Vol. 52 No. 9, pp. 1359-70.
2. Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction”, Marketing Science, Vol. 12 No. 2, pp. 125-43.
3. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, July, pp. 53-66.
4. Arbuckle, J.L. (1997), Amos User's Guide: Version 3.6, Small Waters Corp., Chicago, IL, pp. 606-15.
5. Babakus, E. and Boller, W.G. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24 No. 3, pp. 253-68.
6. Bloemer, J., de Ruyter, K. and Wetzels, M. (1999), “Linking perceived service quality and service loyalty: a multi-dimensional perspective”, European Journal of Marketing, Vol. 33 No. 11/12, pp. 1082-106.
7. Brady, K.M. and Cronin, J. Jr (2001), “Some new thoughts on conceptualizing perceived service quality: a hierarchical approach”, Journal of Marketing, Vol. 65, July, pp. 34-49.
8. Brady, K.M., Cronin, J. Jr and Brand, R.R. (2002), “Performance-only measurement of service quality: a replication and extension”, Journal of Business Research, Vol. 55 No. 1, pp. 17-31.
9. Carman, M.J. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimentions”, Journal of Retailing, Vol. 66, Spring, pp. 33-55.
10. Carman, M.J. (2000), “Theoretical papers: patient perceptions of service quality combining the dimensions”, Journal of Management in Medicine, Vol. 14 No. 5/6, pp. 339-56.
11. Caruana, A., Ewing, M.T. and Ramaseshan, B. (2000), “Assessment of the three-column format SERVQUAL: an experimental approach”, Journal of Business Research, Vol. 49 No. 1, pp. 57-65.
12. Caruana, A., Money, H.A. and Berthon, R.P. (2000), “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34 No. 11/12, pp. 1338-52.
13. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 56-68.
14. Cronin, J.J. Jr and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
15. Dabholkar, A.P., Shepherd, C. and Thorpe, I.D. (2000), “A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study”, Journal of Retailing, Vol. 76 No. 2, pp. 139-73.
16. Dabholkar, A.P., Thorpe, I.D. and Rentz, J.O. (1996), “A measure of service quality for retail stores”, Journal of the Academy of Marketing Science, Vol. 24, Winter, pp. 3-16.
17. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1995), Multivariate Data Analysis, 4th ed., Prentice-Hall, Englewood Cliffs, NJ, pp. 616-88.
18. Hunt, H.K. (1977), “CS/D-overview and future research directions”, in Hunt, H.K. (Ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA.
19. Li, L.X. and Collier, A.D. (2000), “The role of technology and quality on hospital financial performance: an exploratory analysis”, International Journal of Service Industry Management, Vol. 11 No. 3, pp. 202-24.
20. Lim, P.C. and Tang, N.K.H. (2000a), “The development of a model for total quality healthcare”, Managing Service Quality, Vol. 10 No. 2, pp. 103-11.
21. Lim, P.C. and Tang, N.K.H. (2000b), “Modified importance-performance analysis: an application to hospitals”, International Journal of Health Care Quality Assurance, Vol. 14 No. 3, pp. 104-10.
22. Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17 No. 3, pp. 460-9.
23. Oliver, R.L. and Swan, J.E. (1989), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing, Vol. 53, April, pp. 21-35.
24. Parasuraman, A. and Berry, L.L. (1991), Marketing Services: Competing through Quality, Free Press, New York, NY.
25. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
26. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67, Winter, pp. 420-50.
28. Peter, J.P., Churchill, G.A. Jr and Brown, T.J. (1993), “Caution in the use of difference scores in consumer research”, Journal of Consumer Research, Vol. 19 No. 4, pp. 655-62.
29. Pizam, A. and Ellis, T. (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality, Vol. 11 No. 7, pp. 326-39.
30. Rao, A., Carr, L.P., Dambolena, I., Kopp, R.J., Martin, J., Rafii, F. and Schlesinger, P.F. (1996), Total Quality Management, John Wiley & Sons, New York, NY, pp. 26-31.
31. Rust, R. and Oliver, R.L. (1994), “Service quality: insights and managerial implications from the frontier”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
32. Rust, R.T. and Zahorik, A.J. (1993), “Customer satisfaction, customer retention, and market share”, Journal of Retailing, Vol. 69 No. 2, pp. 193-215.
33. Schumacker, R.E. and Lomax, R.G. (1996), A Beginner's Guide to Structural Equation Modeling, Lawrence Erlbaum Associates, Mahwah, NJ, pp. 119-38.
34. Sivadas, E. and Baker-Prewitt, J.L. (2000), “An examination of the relationship between service quality, customer satisfaction, and store loyalty”, International Journal of Retail & Distribution Management, Vol. 28 No. 2, pp. 73-82.
35. Taylor, A.S. and Cronin, J.J. Jr (1994), “Modeling patient satisfaction and service quality”, Journal of Health Care Marketing, Vol. 14 No. 1, pp. 34-45.
36. Teas, R.K. (1994), “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58, January, pp. 132-9.
37. Yavas, U. and Shemwell, D.J. (2001), “Modified importance-performance analysis: an application to hospitals”, International Journal of Health Care Quality Assurance, Vol. 14 No. 3, pp. 104-10.
38. Yavas, U., Bilgin, Z. and Shemwell, D.J. (1997), “Service quality in the banking sector in an emerging economy: a consumer survey”, International Journal of Bank Marketing, Vol. 15 No. 6, pp. 217-23.
39. Youssef, F.N., Nel, D. and Bovaird, T. (1996), “Health care quality in NHS hospitals”, International Journal of Health Care Quality Assurance, Vol. 9 No. 1, pp. 15-28.