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Measuring and managing service quality: integrating customer expectations

Measuring and managing service quality: integrating customer expectations The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Measuring and managing service quality: integrating customer expectations

Managing Service Quality , Volume 11 (1): 10 – Feb 1, 2001

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References (59)

Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520110379472
Publisher site
See Article on Publisher Site

Abstract

The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 2001

Keywords: Service quality; Customer care; Measurement

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