Customer Focus Helps Utility See the Light

Evelyn, John J.; DeCarlo, Neil

doi:10.1108/eb039462

Cited by 7 publications

(5 citation statements)

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“…Determining optimum levels of customer service is understood to depend on accurately assessing customer expectations, so that companies are able to meet highly-valued customer expectations and avoid employing those services that customers do not value; regular customer feedback has been determined essential to such successful customer satisfaction strategies (Evelyn and DeCarlo, 1992;Miller, 1992;Peters and Waterman, 1982;Peters and Austin, 1985;Sonnenberg, 1991). Successful customer service focused companies measure their service to ascertain how well they are satisfying their customers (Peters and Waterman, 1982;Evelyn and DeCarlo, 1992;Albrecht, 1992), and superior companies have been shown to be consistently excellent listeners to their customers (Albrecht, 1992).…”

Section: Overcome Limitationsmentioning

confidence: 99%

“…Many companies intending to employ a customer service-based strategy find the process of identifying and measuring customer preferences very difficult, often owing to mistaken business perceptions of customer wants (Drucker, 1964;Miller, 1992;Andrews et al, 1987;Fornell, 1992). Nonetheless, providing superior service quality requires creating a distinct relationship between what the customer wants and that which the company provides, or a relationship between customer requirements and essential business elements (Evelyn and DeCarlo, 1992;Schneider and Bowen, 1995).…”

Section: Literaturementioning

confidence: 99%

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International service variants: airline passenger expectations and perceptions of service quality

Sultan

Simpson

2000

Journal of Services Marketing

203

161

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The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally. An empirical examination of airline passengers is conducted for airlines competing on the transatlantic corridor using a survey instrument in three languages. The study is the first application of an existing model, SERVQUAL, to examine consumer expectations and perceptions in an international environment. It differs from earlier published SERVQUAL research in two significant respects; first, it applies the model internationally in a general classification of business, i.e. international airline service, rather than to individual domestic business enterprises. Second, it applies a portion of the SERVQUAL model to assess service quality by comparing the expectations and perceptions that European and US airline passengers have of both European and US airline groups.

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Section: Overcome Limitationsmentioning

confidence: 99%

Section: Literaturementioning

confidence: 99%

International service variants: airline passenger expectations and perceptions of service quality

Sultan

Simpson

2000

Journal of Services Marketing

203

161

View full text Add to dashboard Cite

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“…Quality has been referred to as “elusive” and “indistinct construct” by Parasuraman et al (1985) and research relative to the construct is still considered “unresolved” and “far from conclusive” (Athanassopoulos and Gounaris, 2001). However, Evelyn and DeCarlo (1992), provided the simplest but the most powerful definition “Quality means customer satisfaction”.…”

Section: Review Of Literaturementioning

confidence: 99%

“Community and health-care service quality in Kosovo”: “a confirmatory analytical approach”

Hoxha¹

2021

JEC

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Purpose The purpose of this paper is to develop and test a modified service quality (SERVQUAL) model scale for measuring healthcare service quality in Kosovo. Design/methodology/approach An initial dimensions area methodology in construct development, followed by combined exploratory-analytical deductive research with the goal to test theory concepts and validate the measurement tool known from the theory of service quality using new empirical data in a specific context. A cross-sectional survey on a sample of 200 post-encountered patients and using structural equation modelling (SEM) and SEM path analysis to determine satisfaction. Findings The findings confirmed that a six-dimensional scale of SERVQUAL is not appropriate for the Kosovo health-care context. The scale development analysis with a new reduced four-dimensional model can be used to measure health service quality in the Kosovan context. Research limitations/implications The initial study concept was not piloted. It was developed by the researcher based on secondary data. Systematic random sampling was used, which may have resulted in conclusions that are not applicable to the general population. Finally, this study is applicable to the Kosovo context and cannot be generalized nor represent all patients treated in Kosovo hospitals and clinics. However, the above limitations are less significant compared to the importance of carrying out this type of study for the first time in Kosovo. Practical implications This study can help Kosovo health authorities to guide health system-wide improvements and health-care providers to remove quality shortfalls based on a culturally sensitive and validated multiple-item scale for the quality of their service. Originality/value This is the first research conducted to identify which of the service quality dimensions require attention by the health-care service providers in Kosovo and develop a validated tool for patient satisfaction measurement that can be used for commercial application.

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“…Customer satisfaction is achieved by providing optimum level of services that customer expects particularly the highly-valued ones and simultaneously keep away those attributes that customers do not value. This could be ensured by constant reviewing of customer feedback and also knowing and assessing customer expectations accurately [8][9][10][11].…”

Section: Fodness and Murraymentioning

confidence: 99%

Airport Service Quality Dimensions and its Influence on Airline Passengers’ Satisfaction in India

Pappachan¹

2020

SJBMS

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This paper is aiming at the refinement of Airport Service Quality (ASQ) dimensions based on passengers' experience. This new ASQ dimensions evolved are in contrast with the conventional method of setting apart areas concerning ASQ as recognized at every interaction points in the functional flow of passengers through various agencies in the airport. The new dimensions arrived in this study were obtained by analyzing the data regarding airport service quality attributes identified and surveyed with the support of instruments developed by Airports Council International (ACI) and are commonly used by airports in India. This study further analyzed and factorized those items into meaningful ASQ dimensions from passengers' perspective using exploratory factor analysis method and then confirmed the measurement model using confirmatory factor analysis. This study also attempts to find out the relationship between these core dimensional factors of airport service quality and its influence on overall satisfaction of passengers. The interrelationship between these ASQ factors and overall satisfaction level of passengers were estimated using structural equation modeling. The strength of each factor dimension was plotted and drawn implications for the airport operators.

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Customer Focus Helps Utility See the Light

Abstract: Florida Power & Light knew it had to transform the way it operated to remain competitive. The key was to understand changing customer needs and build those needs into its planning process.

Cited by 7 publications

References 0 publications

International service variants: airline passenger expectations and perceptions of service quality

International service variants: airline passenger expectations and perceptions of service quality

“Community and health-care service quality in Kosovo”: “a confirmatory analytical approach”

Airport Service Quality Dimensions and its Influence on Airline Passengers’ Satisfaction in India

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