Service quality measurement : issues and perspectives /

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Hauptbeschreibung 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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Rodrigues, L. L. R.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Hamburg : Anchor Academic Pub., 2013.
Temas:
Consumer satisfaction > Evaluation.
Customer services > Evaluation.
Service industries > Quality control.
Consommateurs > Satisfaction > Évaluation.
Service à la clientèle > Évaluation.
Services (Industrie) > Qualité > Contrôle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Consumer satisfaction > Evaluation
Customer services > Evaluation
Service industries > Quality control
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models.
  • 2.2.1. Gronroos' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics.
  • 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1. Descriptive Statistics; 5.2. Reliability analysis; 5.3. Distribution Pattern; 5.4. Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1. Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3. Mechanical Engineering Department.
  • 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix
  • II; Appendix
  • III.

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