Service quality evaluation by service quality performance matrix

Hung, Yu-Cherng; Huang, Mao Lin; Chen, Kuen‐Suan

doi:10.1080/14783360309706

Cited by 145 publications

(140 citation statements)

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“…The growth of the service sector offers both business opportunities as well competitive threats for many service marketers (Ostrowski, O'Brien, & Gordon, 1993) which is also the case for the air travel industry. However, the business opportunities provided by the growth of the service industry have made excellent service quality and high customer satisfaction important issues to focus on (Hung, Huang, & Chen, 2003;Ramseook-Munhurrun & Lukea-Bhiwajee, 2010) both in the public and private sector (Zahari, Yusoff, & Ismail, 2008;Randall & Senior, 1994;Robinson, 2003).…”

Section: Service Quality and Air Travel Industrymentioning

confidence: 99%

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Adeniran¹,

Adekunle²

2016

IJMS

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This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.

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Section: Service Quality and Air Travel Industrymentioning

confidence: 99%

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Adeniran¹,

Adekunle²

2016

IJMS

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“…Methods such as SERVQUAL have been applied to do customers' satisfaction surveys that replace the expectation values with the importance values. Hung et al (2003) proposed that customer pre-determined expectations on important service elements (importance) and customer perception after service transactions (satisfaction) help to determine the levels of customer service quality. Numerous studies in Taiwan have applied importance and satisfaction surveys rather than the SERVQUAL model in analyzing customer satisfaction (Yang, 2003b).…”

Section: Performance Model Reviewmentioning

confidence: 99%

“…The performance matrix (Hung et al, 2003) is divided into nine performance zones that represent the effectiveness of various system-improvement items (Figure 2). B ij ði; j ¼ 1; 2; 3Þ is used to represent the performance zones.…”

Section: Service Quality Performance Matrixmentioning

confidence: 99%

“…Providing excellent service quality and high customer satisfaction is the important issue and challenge facing the contemporary service industry (Hung et al, 2003). High customer satisfaction and loyalty have long been key concerns for operational management in service industries.…”

Section: Introductionmentioning

confidence: 99%

“…Most businesses agree that customer service quality provided to their target customers affect global business performance and becomes a crucial business strategy (Hung et al, 2003). Many businesses determine their improvement priorities based on surveys that identify items of low customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

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Service quality attributes determine improvement priority

et al. 2007

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Purpose -Although there are many quality measurement theories and models, all are imperfect; that is, each has its own advantages and disadvantages. Particularly, some models cannot indicate accurate improvement priorities. The purpose of this study is to develop an integrated performance model that improves service quality and acquires accurate improvement priorities that promote customer satisfaction and eliminate resource wastage. Design/methodology/approach -This study applied a performance matrix and quality loss function (QLF) theory to determine priority items needing improvement. A questionnaire was designed to determine the priority of improvement objectives derived from certain questionnaire items that do not fall into the appropriate performance zone (APZ) of the performance matrix. Finally, the QLF was adopted to rank the improvement objectives in terms of priority. A large QLF area indicates customer satisfaction needs improvement. Findings -This study utilized an employee satisfaction survey to demonstrate this matrix, and found that it reflects the improvement priorities of different items and avoids the shortcomings of other models. In this case study, 11 items must be improved; furthermore, five items with the greatest QLF areas became the priority items for improvement. Originality/value -This performance matrix also considers the items of surplus resource investment, which can be included in improvements, thereby avoiding resource wastage.

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Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

Chen

2011

Hum Ftrs & Erg Mfg Svc

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This study addresses the deficiency research of service quality by integrating the importance–satisfaction model (I‐S model) and the performance control matrix to provide a more comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument in a Taiwanese high‐tech industry by using a questionnaire survey of production‐line employees to assess importance and satisfaction in their capacity as internal customers of the company. The study thus identifies and prioritizes quality attributes that require improvement. The findings are significant for service providers because they take into account: (i) the relative importance of quality attributes; (ii) the relative satisfaction level of these attributes; and (iii) the resources available for improvement. The study demonstrates that the I‐S model and the performance control matrix, taken together, provide an excellent measuring instrument for assessing priorities for quality improvement. © 2011 Wiley Periodicals, Inc.

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Service quality evaluation by service quality performance matrix

Cited by 145 publications

References 0 publications

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Service quality attributes determine improvement priority

Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

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