Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies

Cho, In Jae; Kim, You Jin; Kwak, Choonjong

doi:10.1080/14783363.2014.997111

Cited by 33 publications

(25 citation statements)

References 32 publications

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“…In their paper, Cho et al [18] explored ways to improve services in service centers of electronics companies. They introduced and modified the SERVQUAL model to understand customers' demands for all service centers.…”

Section: Quality Measurement In Other Fieldsmentioning

confidence: 99%

A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

et al. 2018

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The daily requirements and needs imposed on the executors of logistics services imply the need for a higher level of quality. In this, the proper execution of all sustainability processes and activities plays an important role. In this paper, a new methodology for improving the measurement of the quality of the service consisting of three phases has been developed. The first phase is the application of the Delphi method to determine the quality dimension ranking. After that, in the second phase, using the FUCOM (full consistency method), we determined the weight coefficients of the quality dimensions. The third phase represents determining the level of quality using the SERVQUAL (service quality) model, or the difference between the established gaps. The new methodology considers the assessment of the quality dimensions of a large number of participants (customers), on the one hand, and experts’ assessments on the other hand. The methodology was verified through the research carried out in an express post company. After processing and analyzing the collected data, the Cronbach alpha coefficient for each dimension of the SERVQUAL model for determining the reliability of the response was calculated. To determine the validity of the results and the developed methodology, an extensive statistical analysis (ANOVA, Duncan, Signum, and chi square tests) was carried out. The integration of certain methods and models into the new methodology has demonstrated greater objectivity and more precise results in determining the level of quality of sustainability processes and activities.

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Section: Quality Measurement In Other Fieldsmentioning

confidence: 99%

A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

et al. 2018

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“…The preference scale and corresponding fuzzy numbers are presented in Table 1. When triangular fuzzy number p is defined as a triplet (p 1 , p 2 , p 3 ), p 1 is the smallest possible value, p 2 is the most likely value, and p 3 is the largest possible value [22,23]. The symbol tilde represents a fuzzy number.…”

Section: Fuzzy Analytical Hierarchy Processmentioning

confidence: 99%

Fuzzy AHP, DEA, and Managerial Analysis for Supplier Selection and Development; From the Perspective of Open Innovation

Diouf

Kwak

2018

Sustainability

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Supplier management is critical for supply chain management (SCM). The aim of supplier selection is to find an order of preference among potential suppliers. However, the ranking results for supplier selection may not be important, particularly when the performances are conflicting or have minor differences. Different criteria may have different impacts on the ranking results, and different decision makers may place different priorities on multiple criteria. Relatively worse suppliers may still have to be used for many practical reasons. One alternative is supplier development, but it has been focused on categorizing individual suppliers for possible action plans. A new framework is proposed in this research to address supplier selection and supplier development at the same time in the publishing and printing industries. First, the fuzzy analytical hierarchy process (fuzzy AHP) and data envelopment analysis (DEA) are sequentially performed to rank and select the best supplier(s) of a publishing company. In addition to ranking suppliers, a managerial analysis is proposed to assess the impact of important criteria on supplier selection in more detail. Finally, the results of the DEA are provided for direct supplier development without supplier categorization. This research shows that the proposed framework effectively addresses supplier development as well as supplier selection in the publishing and printing industries.

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“…SERVQUAL, developed by Parasuraman et al (1988), is probably the most frequently used research instrument to measure service quality and has been adapted over time to consider industry-specific and cultural differences (Bick et al, 2010). SERVQUAL has been verified by numerous studies across various industries over time (Abukhalifeh and Som, 2015;Arshad and Su, 2015;Bick et al, 2010;Buttle, 1996;Cho et al, 2015;Paryani et al, 2010;Radder and Han, 2009) and is accordingly regarded as one of the fundamental instruments used to measure service quality. The relevance of SERVQUAL (or an adaption of it) becomes apparent when considering that it is still a widely used research instrument when measuring service quality (Duarte et al, 2016;Huang et al, 2015;Leong et al, 2015;Murali et al, 2016).…”

Section: Service Qualitymentioning

confidence: 99%

Relationship intention and service quality as combined competitive strategy

Mostert

Luttig

2018

IJMED

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Offering superior service quality or building long-term customer relationships could offer effective strategies to create a competitive advantage. However, since not all customers desire to enter into relationships with service providers, it may be more profitable to focus relationship marketing strategies on customers with relationship intentions. The purpose of this study was to establish whether there is a relationship between relationship intention and service quality, as combining these approaches could result in formulating a greater competitive strategy than using either one of these strategies in isolation. Data were collected from 368 South African respondents. The results indicated positive relationships between respondents' relationship intentions and service quality expectations and perceptions. It was also established that respondents with moderate and low relationship intentions were significantly less satisfied with the service levels they receive compared with their expectations, whereas no difference was found for those with higher relationship intentions.

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Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies

Cited by 33 publications

References 32 publications

A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

Fuzzy AHP, DEA, and Managerial Analysis for Supplier Selection and Development; From the Perspective of Open Innovation

Relationship intention and service quality as combined competitive strategy

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