Measuring and managing service quality: integrating customer expectations

Robledo, Marco Antonio

doi:10.1108/09604520110379472

Cited by 198 publications

(142 citation statements)

References 35 publications

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“…Convergent validity is an assessment of the consistency in measurements across multiple operationalisations (different attempts to measure the same construct should be in agreement), while discriminant validity refers to the degree to which measures of different dimensions are unique from each other and is demonstrated when a measure does not correlate very highly with another measure from which it should differ (Venkatraman, 1989). Discriminant-validity analysis shows the extent to which a scale is new and not just a reflex of other variables (Hulland, 1999;Robledo, 2001). …”

Section: Discussionmentioning

confidence: 99%

Are TQM principles supporting innovation in the Portuguese footwear industry?

2008

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The relationship between total quality management (TQM) and innovation is complex. Literature suggests that conflicting arguments exist and that the impact of TQM on innovation depends both on the specific quality management elements under consideration and on the type of innovation. In this research, our goal is to analyse at what extent the introduction of TQM is indeed supporting innovation in the Portuguese footwear industry. Since this is a mature industry, whose traditional competitive base is disappearing and where familiar to medium units dominate, our emphasis is on the study of the organisational requirements to adopt constant changes in process technology. This study is based on empirical data collected from a set of firms by means of a survey instrument, especially developed with this purpose, after an extended contact with the industry where case studies and interviews were conducted with carefully selected organisations and sector experts. Findings give support to the view that in fact TQM principles have a positive association with the adoption of technological innovation. Yet, both the prevalence of features of the mechanistic model and the lack of maturity of most initiatives in the Portuguese footwear firms restrains the role of TQM in supporting innovation. r

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Section: Discussionmentioning

confidence: 99%

Are TQM principles supporting innovation in the Portuguese footwear industry?

2008

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“…Robledo (2001) states that understanding "the lens of the customer" is a prerequisite for delivering superior service, since customers (in this case tax practitioners) evaluate e-service quality by comparing their perceptions of the service with their expectations.…”

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confidence: 99%

A measuring instrument to evaluate e-service quality in a revenue authority setting

Stiglingh

2014

Public Relations Review

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Tax revenue forms the backbone of any economy. The quality of the e-services provided by a revenue authority is therefore crucial, as e-service quality directly influences the burden of complying with tax obligations, and hence affects the tax compliance climate in a country. The aim of the study is the development of a measuring instrument that encapsulates the "lens of a tax practitioner" in an e-service revenue authority setting. In order to develop a conceptual framework, an in-depth, qualitative approach was used to identify a comprehensive range of service attributes and dimensions that potentially drive e-service quality in the revenue authority setting. This framework is then compared with other relevant service quality models to derive at a proposed eservice quality measuring instrument. Findings from this study may advance the understanding and the management of the e-service quality of the e-services in a revenue authority setting.

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“…In other words, a disconfirmation or difference between customer's expectations that formed prior to the service experience and what the customer actually receives is a key determinant of customer satisfaction Webb 2000; Rust and Chung (2006). Although these approaches that do not take into account expectations when looking at customer satisfaction exist (Robledo 2001), this paper will assume that the expectations play an important role. Johnston and Clark (2008) note that a company is able to manage customer satisfaction by influencing the expectations that a customer has about a service using various tools such as promotional campaigns with suitable positioning, adequate pricing strategies, etc.…”

Section: Objectives Of the Studymentioning

confidence: 99%

Factors Influencing Customer Repurchase Intention in the Fast Food Industry. A Case Study of Innscor Mutare, Zimbabwe

Fungai¹

2017

BSSJ

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This research is focused on finding the factors that influence customer repurchase intentions in the fast food industry. Fast food concepts have developed very rapidly in last few years in Zimbabwe. The failure or success of a fast food industry is based on some factors like Promotion, Service quality, Customer expectations, Brand, Physical Environment, Price, and Taste of the product. To find which of these factors has a greater influence on consumer retention, four fast food restaurants were targeted randomly. These four restaurants were CHICKEN INN, PIZZA INN, CREAM INN AND FISH INN. The data was collected from the customers of these restaurants when the customers were in for refreshment. A total number of customers who were targeted was 80. From each restaurant 20 customers were targeted on an availability basis. On the basis of their responses, multiple regression and correlation tests were applied. Findings of the study show that service quality and brand are the key factors for retention in the fast food industry in Mutare CBD.

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Measuring and managing service quality: integrating customer expectations

Cited by 198 publications

References 35 publications

Are TQM principles supporting innovation in the Portuguese footwear industry?

Are TQM principles supporting innovation in the Portuguese footwear industry?

A measuring instrument to evaluate e-service quality in a revenue authority setting

Factors Influencing Customer Repurchase Intention in the Fast Food Industry. A Case Study of Innscor Mutare, Zimbabwe

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