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Service Quality Measurement
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Author :Lewlyn L. R. Rodrigues Publisher :Anchor Academic Publishing (aap_verlag) ISBN 13 :3954895528 Total Pages :81 pages Book Rating :4.9/5 (548 download)
Book Synopsis Service Quality Measurement: Issues and Perspectives by : Lewlyn L. R. Rodrigues
Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-06-01 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Book Synopsis How to Measure Service Quality & Customer Satisfaction by : Chuck Chakrapani
Download or read book How to Measure Service Quality & Customer Satisfaction written by Chuck Chakrapani and published by South Western Educational Publishing. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
Author :Evangelos Grigoroudis Publisher :Springer Science & Business Media ISBN 13 :1441916407 Total Pages :319 pages Book Rating :4.4/5 (419 download)
Book Synopsis Customer Satisfaction Evaluation by : Evangelos Grigoroudis
Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Book Synopsis Measuring Service Performance by : Ralf Lisch
Download or read book Measuring Service Performance written by Ralf Lisch and published by Routledge. This book was released on 2016-05-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author :Lewlyn L. R. Rodrigues Publisher :Anchor Academic Publishing (aap_verlag) ISBN 13 :3954890526 Total Pages :85 pages Book Rating :4.9/5 (548 download)
Book Synopsis Service Quality Measurement: Issues and Perspectives by : Lewlyn L. R. Rodrigues
Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-05-22 with total page 85 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: 'Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?' This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the "research bent of mind" to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional gu
Book Synopsis Managing Web Service Quality: Measuring Outcomes and Effectiveness by : Khan, Khaled M.
Download or read book Managing Web Service Quality: Measuring Outcomes and Effectiveness written by Khan, Khaled M. and published by IGI Global. This book was released on 2008-10-31 with total page 418 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book is for strategic decision makers as it discusses quality issues related to Web services"--Provided by publisher.
Book Synopsis Managing Service Operations by : Bill Hollins
Download or read book Managing Service Operations written by Bill Hollins and published by SAGE. This book was released on 2006-09-18 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: `Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Author :The National Roundtable on Health Care Quality Publisher :National Academies Press ISBN 13 :0309570689 Total Pages :42 pages Book Rating :4.3/5 (95 download)
Book Synopsis Measuring the Quality of Health Care by : The National Roundtable on Health Care Quality
Download or read book Measuring the Quality of Health Care written by The National Roundtable on Health Care Quality and published by National Academies Press. This book was released on 1999-02-23 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: The National Roundtable on Health Care Quality was established in 1995 by the Institute of Medicine. The Roundtable consists of experts formally appointed through procedures of the National Research Council (NRC) who represent both public and private-sector perspectives and appropriate areas of substantive expertise (not organizations). From the public sector, heads of appropriate Federal agencies serve. It offers a unique, nonadversarial environment to explore ongoing rapid changes in the medical marketplace and the implications of these changes for the quality of health and health care in this nation. The Roundtable has a liaison panel focused on quality of care in managed care organizations. The Roundtable convenes nationally prominent representatives of the private and public sector (regional, state and federal), academia, patients, and the health media to analyze unfolding issues concerning quality, to hold workshops and commission papers on significant topics, and when appropriate, to produce periodic statements for the nation on quality of care matters. By providing a structured opportunity for regular communication and interaction, the Roundtable fosters candid discussion among individuals who represent various sides of a given issue.
Book Synopsis Measuring Customer Service Effectiveness by : Sarah Cook
Download or read book Measuring Customer Service Effectiveness written by Sarah Cook and published by Gower Publishing, Ltd.. This book was released on 2004 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness and explains the measurement process, from start (preparation) to finish (managing the results).
Book Synopsis Improving Healthcare Quality in Europe Characteristics, Effectiveness and Implementation of Different Strategies by : OECD
Download or read book Improving Healthcare Quality in Europe Characteristics, Effectiveness and Implementation of Different Strategies written by OECD and published by OECD Publishing. This book was released on 2019-10-17 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarizes available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies.
Book Synopsis Services Management: Conceptualizing and Measuring Customer Perceived Service Quality by : Tim Ebner
Download or read book Services Management: Conceptualizing and Measuring Customer Perceived Service Quality written by Tim Ebner and published by GRIN Verlag. This book was released on 2013-02-12 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Book Synopsis EQS Structural Equations Program Manual by : Peter M. Bentler
Download or read book EQS Structural Equations Program Manual written by Peter M. Bentler and published by . This book was released on 1995 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Delivering Quality Service by : Valarie A. Zeithaml
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Book Synopsis Strategic Management and Marketing in the Service Sector by : Christian Grönroos
Download or read book Strategic Management and Marketing in the Service Sector written by Christian Grönroos and published by . This book was released on 1984 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book LISREL 7 written by K. G. Jöreskog and published by S P S S, Incorporated. This book was released on 1989 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Managing Quality by : Barrie G. Dale
Download or read book Managing Quality written by Barrie G. Dale and published by John Wiley & Sons. This book was released on 2016-06-21 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word "quality" has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure – and sustain – high quality standards.
