Measuring Service Quality For Strategic Planning And Analysis In Service Firms

Masoud Jemmasi · Kelly C. Strong · Steven A. Taylor

142 citations0/0 files storedJournal of Applied Business Research (JABR)

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Customer Service Quality and Loyalty Healthcare Quality and Management Strategic Planning and Analysis

Abstract

The following study demonstrates that service quality assessment using importance-performance analysis may be a more useful strategic management tool than the gap measures recommended by the authors of the SERVQUAL scale. An example from the health care industry highlights the utility of the proposed method for purposes of strategic decision making.

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2001Toronto’s Image As a Destination: A Comparative Importance-Satisfaction Analysis by Origin of Visitor 2012IPA–Kano model: A new tool for categorising and diagnosing service quality attributes 2016SERVQUAL application and adaptation for educational service quality assessments in Russian higher education 2003Establishment and applications of the integrated model of service quality measurement 2014Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research 2016Classifying restaurant service quality attributes by using Kano model and IPA approach 1998Determinants of service quality and satisfaction in the auto casualty claims process 2001Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One

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