Achieving Service Quality Through Gap Analysis and a Basic
Statistical Approach

Headley, Dean E.; Choi, Bob

doi:10.1108/08876049210035683

Cited by 46 publications

(32 citation statements)

References 4 publications

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“…7, No. 18; organization which will ultimately help the company to achieve more loyal customers through positive word of mouth (Vong, 2007;Mostafa, 2005;Nadiri & Hussain, 2005;Zeithaml et.at., 1990;Lewis, 1999;Munusamy & Fong, 2008;Sharma and Patterson, 1999;Headley & Choi 1992;Sharma & Patterson,1999;Zeithamal et. al., 1990).…”

Section: Communication Issuementioning

confidence: 99%

A Conceptual Study on Consumers’ Purchase Intention of Broadband Services: Service Quality and Experience Economy Perspective

Rahman

Haque²,

Khan³

2012

IJBM

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Not only the organization needs empirical data but also they need a model to understand how to integrate service quality and experience economy concepts to discover the customer's behavioural intention to select a service provider. The purpose of this conceptual paper are to critically review and identify the gaps in current literature on service quality and experience economy, building relationship between functional quality; technical quality; experience economy towards customer's behavioural intention in selecting a broadband internet service operator when service quality and consumer's perception play as a mediating variable. The proposed conceptual framework assist broadband internet service providers to understand how technical and functional quality; peak experience can contribute to understand the consumer's behavioral intention in selecting a broadband service operator's services. In addition this paper presents an analysis in various aspects of service quality and experience economy and come up with a conceptual framework which may value to researchers in consumer behavior field and mangers in marketing field to provide better service quality to the end users.

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Section: Communication Issuementioning

confidence: 99%

A Conceptual Study on Consumers’ Purchase Intention of Broadband Services: Service Quality and Experience Economy Perspective

Rahman

Haque²,

Khan³

2012

IJBM

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“…Quality can be defined as the measure by which a service complies with customers' expectations (Lewis and Booms 1983). The underpinning principle of gap analysis, as employed in this study, is the possibility to evaluate quality of a service through a usercentred approach (Headley and Choi 1992). Its methodology fulfils the main premise for RECAP development: it is concerned with users and focuses on the process of delivery of a service, a technology or policy.…”

Section: Methodsmentioning

confidence: 99%

Using a diagnostic tool to evaluate the longevity of urban community sanitation systems: A case study from Indonesia

Roma

Jeffrey

2011

Environ Dev Sustain

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Improving access to water and sanitation does not necessarily guarantee longevity of those systems transferred. Lessons from past interventions suggest that success depends on acceptance of the technology from the recipients and sustained use after donor assistance ends. A qualitative evaluation of urban community sanitation systems in Indonesia is conducted by use of a diagnostic tool, called RECAP, focusing on technology performance and experience. By means of surveys and qualitative interviews, the perceptions of involved stakeholders (local government, implementing agency and users) are evaluated. Conclusions suggest bridging the gap between governments and users in relation to maintenance and monitoring would improve the quality and longevity of interventions.

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“…The objective is to reach a mutual understanding of service composition, delivery, and outcome (Normann and Ramirez 1993;Candido and Morris, 2000). Using this same principle, a statistical examination of the results of the surveys (Headley and Choi, 1992) can be used to provide an understanding of the differences in the perceptions of the providers and users of public transportation, providing a roadmap for realignment and the synchronization of provider and user perceptions.…”

Section: Identify Current Safety and Security Measuresmentioning

confidence: 99%

“…The importance of quality in the provision of services has been the subject of numerous research efforts as service providers seek to understand: 1) how to determine customer needs and expectations, 2) what steps must be taken to meet those needs and expectations, and 3) how to ensure that customers recognize the service provider has responded appropriately with a service that meets their expressed needs and expectations (Parasuraman, Zeithaml and Berry, 1985;Brown and Swartz, 1989;Headley and Choi, 1992). Until this is accomplished, the provider will never achieve the level of customer satisfaction that leads to customer loyalty and provider competitive advantage.…”

Section: By Kathryn Dobie and Rhonda L Hensleymentioning

confidence: 99%

Safety and Security: Developing a Cooperative Process to Meet the Public Transportation Challenge

Dobie¹,

Hensley²

2010

J Transp Res Forum

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Public transit systems are faced with a dual challenge in today's security-conscious operating environment. They must continue to monitor and respond to the needs of their riders by offering easy accessibility, on-time service, and adherence to the highest of safety standards. At the same time, public transit authorities must maintain a secure environment for passengers, their workforce, equipment and facilities. This presents a formidable challenge, especially for smaller transit entities with limited resources. A method for determining rider perceptions of the safety and security policies of their transit provider is presented. This provides a method for the transit provider to determine rider perceptions and identify opportunities for enhancing rider awareness. The suggested process also provides transit personnel with a means for identifying gaps in their existing safety and security procedures, leading to the ability to improve their safety and security posture.

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Achieving Service Quality Through Gap Analysis and a Basic Statistical Approach

Cited by 46 publications

References 4 publications

A Conceptual Study on Consumers’ Purchase Intention of Broadband Services: Service Quality and Experience Economy Perspective

A Conceptual Study on Consumers’ Purchase Intention of Broadband Services: Service Quality and Experience Economy Perspective

Using a diagnostic tool to evaluate the longevity of urban community sanitation systems: A case study from Indonesia

Safety and Security: Developing a Cooperative Process to Meet the Public Transportation Challenge

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