Measuring and managing service quality

Abstract

Concerns the application of novel technology (the TEAMWORKER system) in the measurement of service quality. A performance‐only version of the SERVQUAL instrument was used as a basis, contextualized to suit the fast food industry. The study suggests that the use of computer‐aided interviewing, involving direct data entry by respondents, may have application in the area of service quality measurement. Using this approach, relatively large samples (300 respondents) were gathered in five hours on two occasions in the same area. The study shows low error rates in data capture, and demonstrates the feasibility of the use of such systems within the service arena. It is argued that the resultant data sets, when developed into databases, can be used to provide timely and relevant data on service quality for organizations’ management at all levels.

Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh

“…As the level of IS varies from one organization to another, it is necessary to measure the level of services quality of IS through a known scale measurement in order to take a decision about the development of IS services. To have a proper measure, an understanding of what should be measured is essential (Davis, 1999). Research in defining and measuring quality has been developed mainly in manufacturing (Liosa, 1998).…”

“…However, SERVQUAL, which is a well -known scale of measurement for service quality from marketing literature (Pitt, 1995), is suggested for measuring IS service quality by a number of researchers. The scale, which is the most widely used measure of service quality (Davis, 1999), was improved to measure the service quality in marketing literature by Parasuraman et al (Parasuraman, 1991, 1994. The scale in its final shape contains 44 variables divided into five dimensions (Pitt, 1995):…”

“…A number of studies criticized the SERVQUAL measure (Davis, 1999), but it was still used. Some researchers raised problems regarding using SERVQUAL as a scale of measurement of IS service quality in particular.…”

Cross-cultural Influences on Service Quality in Chinese Retailing: A Comparative Study of Local and International Supermarkets in China

“…It is also the case that there is a striking lack of unanimity with regard to what service quality is and how it should be measured. The twin tests of service performance normally focus on whether the service is delivered in a way that meets customer requirements and provides service encounter satisfaction (Davies et al, 1999). The precise nature of this attitude is not agreed.…”

Προσδιορισμός, Αξιολόγηση Και Διερεύνηση Των Τρόπων Βελτιστοποίησης Των Διαστάσεων Ποιότητας Ηλεκτρονικών Υπηρεσιών, Στις Συναλλαγές Μεταξύ Επιχειρήσεων (B2B) Και Μεταξύ Επιχειρήσεων Και Καταναλωτών (B2C)

“…Το επίπεδο σημαντικότητας κάθε χαρακτηριστικού στην παραπάνω εξίσωση, υπολογίζεται ζητώντας από τους ερωτώμενους να κατανείμουν 100 βαθμούς στα χαρακτηριστικά αυτά (με αυτό τον τρόπο αξιολογείται η ποσοστιαία βαρύτητά τους). Σύμφωνα με τους Davies, Baron, Gear και Read 56 , το μοντέλο SERVQUAL είναι το πιο συχνά χρησιμοποιούμενο μοντέλο μέτρησης ποιότητας στις υπηρεσίες. Στο συμπέρασμα αυτό συνηγορεί και η έρευνα που πραγματοποίησαν οι Bloemer, DeRuyter και Wetzels 57 .…”