Determinants of Risk Disparity Due to Infrastructure Service Losses in Disasters: A Household Service Gap Model

Risk Analysis ◽  
2021 ◽  
Author(s):  
Amir Esmalian ◽  
Shangjia Dong ◽  
Natalie Coleman ◽  
Ali Mostafavi
Keyword(s):  
Gap Model ◽  
Service Gap

Applying Gap Model for Bringing Effectiveness to e-Government Services

2015 ◽  
pp. 1292-1306
Author(s):  
Amritesh ◽  
Subhas C. Misra ◽  
Jayanta Chatterjee
Keyword(s):  
Gap Model ◽  
Citizen Satisfaction ◽  
Government Services ◽  
Service Deployment ◽  
Service Offering ◽  
Service Policy ◽  
The Government ◽  
Capacity Gap ◽  
Service Gap ◽  
Different Levels

Taking the means-ends approach to e-governance service quality the authors adopt the Parasuraman's ‘Gap Model' to evaluate the antecedents of service performance in an Indian context of government-to-citizen (G2C) service deployment under the national e-governance plan (NeGP) of India. This e-governance initiative in India has been implemented at multiple tiers of the government that integrates administration and service processes at different levels that includes center, state, district, block, and further to the lowest level of governance unit (Panchayat). The authors acknowledge five levels of potential service discrepancies across the service delivery chain, from designing the service policy to achieving citizen satisfaction. These are service conceptualization, service design, service capacity, service offering, and service consumption. Corresponding to these discrepancies, the authors explain six types of potential gaps in e-governance G2C service context: Assessment Gap, Design Gap, Capacity Gap, External Communication Gap, Delivery Gap, and Service Gap. Preliminary strategies to close these gaps are also proposed.

Applying Gap Model for Bringing Effectiveness to e-Government Services

2013 ◽  
Vol 9 (3) ◽  
pp. 43-57 ◽  
Author(s):  
Amritesh ◽  
Subhas C. Misra ◽  
Jayanta Chatterjee
Keyword(s):  
Service Capacity ◽  
Gap Model ◽  
Citizen Satisfaction ◽  
Indian Context ◽  
Service Deployment ◽  
Service Offering ◽  
The Government ◽  
Capacity Gap ◽  
Service Gap ◽  
Different Levels

Taking the means-ends approach to e-governance service quality the authors adopt the Parasuraman’s ‘Gap Model’ to evaluate the antecedents of service performance in an Indian context of government-to-citizen (G2C) service deployment under the national e-governance plan (NeGP) of India. This e-governance initiative in India has been implemented at multiple tiers of the government that integrates administration and service processes at different levels that includes center, state, district, block, and further to the lowest level of governance unit (Panchayat). The authors acknowledge five levels of potential service discrepancies across the service delivery chain, from designing the service policy to achieving citizen satisfaction. These are service conceptualization, service design, service capacity, service offering, and service consumption. Corresponding to these discrepancies, the authors explain six types of potential gaps in e-governance G2C service context: Assessment Gap, Design Gap, Capacity Gap, External Communication Gap, Delivery Gap, and Service Gap. Preliminary strategies to close these gaps are also proposed.

Bridging the Service Gap Through Audiology Telepractice

ASHA Leader ◽  
2002 ◽  
Vol 7 (11) ◽  
pp. 6-7 ◽  
Author(s):  
Mark Krumm ◽  
John Ribera ◽  
Thomas Froelich
Keyword(s):  
Service Gap

The Development of Speech-Language Pathology in Zambia: A Reflection on the Current Landscape and Two Contrasting Training Models

2017 ◽  
Vol 2 (17) ◽  
pp. 63-72
Author(s):  
Suzanna Bright ◽  
Chisomo Selemani
Keyword(s):  
Multidimensional Poverty ◽  
Capital City ◽  
Service Development ◽  
Speech Impairment ◽  
Implementation Challenges ◽  
Training Models ◽  
The Disabled ◽  
Disability Prevalence ◽  
Service Gap ◽  
Communication Disability

Functional approaches to disability measurement in Zambia reveals an overall disability prevalence rate of 13.4%, 4% of whom are recorded as having “speech impairment” (Zambia Federation of the Disabled [ZAFOD], 2006). Further, multidimensional poverty assessments indicate that 48.6% of Zambia's approximately 16 million citizens are impoverished. Currently, there are three internationally qualified speech-language pathologists (SLPs) providing services within Zambia's capital city, Lusaka. Given these statistics, it follows that a significant number of Zambian's, experiencing communication disability, are unable to access specialist assessment and support. Over the past decade, Zambia has seen two very different approaches to address this service gap—firstly, a larger scale top-down approach through the implementation of a formal master's degree program and more recently a smaller scale, bottom-up approach, building the capacity of existing professionals working in the field of communication disability. This article provides an overview of both programs and the context, unique to Zambia, in which they have developed. Authors describe the implementation challenges encountered and program successes leading to a discussion of the weakness and merits to both programs, in an attempt to draw lessons from which future efforts to support communication disability and SLP service development in Majority World contexts may benefit.

Service Gap In Hospital Industry- A Patient Centric Analysis

2019 ◽  
Vol 118 (6) ◽  
pp. 80-89
Author(s):  
T. Muthupandian ◽  
A. Sabarirajan ◽  
B. Arun ◽  
P.S. Venkateswaran ◽  
S. Manaimaran
Keyword(s):  
Tamil Nadu ◽  
Service Providers ◽  
Hospital Industry ◽  
Major Objective ◽  
The People ◽  
Coimbatore District ◽  
Service Gap ◽  
Very High ◽  
Century Health ◽  
Patient Centric

This paper is having a major objective of finding out the service gap in hospital industry – A patient centric analysis in Coimbatore District. In the 21st century, Health conscious is very high among the people in Tamil Nadu. Before fifty years, people have limited level of hospitals and other allied health services. But today, increases of public, private, corporate and municipal hospitals providing quality services. Hence patients are expecting high quality services from the service providers. The study reveals that services provided in the hospitals have a positive and strong effect on the satisfaction of the inpatients. But reliability is the factor the hospital administrations have to consider.

Empirical Study On Attributes Leading To Satisfaction Among Bank Customer

2019 ◽  
Vol 118 (7) ◽  
pp. 101-110
Author(s):  
Ms.U.Sakthi Veeralakshmi ◽  
Dr.G. Venkatesan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Banking Sector ◽  
Positive Impact ◽  
Quality Performance ◽  
Public And Private ◽  
The Difference ◽  
The Individual ◽  
Private Banking ◽  
Service Gap

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

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