Alternative perspectives on service quality and customer satisfaction: the role of BPM

Prof Vikas Kumar · Philip Andrew Smart · Harry Maddern · Roger Maull

117 citations0/0 files storedInternational Journal of Service Industry Management

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

Purpose The purpose of this paper is to further investigate the linkages between business process management (BPM) and customer satisfaction. Also, to challenge the dominance of the customer contact perspectives on service processes and to propose a more systemic focus on the totality of service design. Design/methodology/approach The research builds on the existing work of Maddern et al. through the use of structured equation modelling (SEM) tool. The multiple SEM models described here provide a more robust statistical approach for confirming/refuting the constructs found in the earlier research. Findings This paper presents the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction. The results confirm that process management is a critical driver of technical service quality. This suggests that companies with reliability/dependability issues should not emphasise customer satisfaction programmes based on SERVQUAL intangibles until substantial improvements in process design have been achieved. Research limitations/implications The research is limited to a single case study of a UK bank over a five year period. The generalisibility of these findings is therefore limited. Further work in other sectors and over longer periods would establish the reliability of the findings. The paper also highlights some limitations in the service operations literature, particularly the emphasis on customer presence within the service process. Originality/value The paper uses time series data to identify the importance of BPM in achieving higher levels of customer satisfaction. The authors provide a platform for further research based on the design of service delivery systems and their impact on customer satisfaction.

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References

1998Principles and Practice of Structural Equation Modeling 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2002Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance 1979The Social Psychology of Organizations.1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1981Systems Thinking, Systems Practice

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