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A new decision-making tool: the service performance index

A new decision-making tool: the service performance index Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a concern for many firms. The new proposed index, the service performance index, will involve observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results will be exposed to sampling errors. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

A new decision-making tool: the service performance index

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656710010317056
Publisher site
See Article on Publisher Site

Abstract

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a concern for many firms. The new proposed index, the service performance index, will involve observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results will be exposed to sampling errors. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Aug 1, 2000

Keywords: Performance; Customer satisfaction

References