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Comparing tools for service quality evaluation

Comparing tools for service quality evaluation Service quality evaluation is one of the main issues that have recently drawn managers’ and researchers’ attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a comparative analysis of the affected tools that are widely used. These are summarized in an orientation map. Moreover we present some results of an experiment carried out with two of the major quality tools (SERVQUAL and QUALITOMETRO). The results identify good qualities as well as weaknesses for both tools. Possible improvement strategies are presented. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality Science Emerald Publishing

Comparing tools for service quality evaluation

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Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
1359-8538
DOI
10.1108/13598539810243658
Publisher site
See Article on Publisher Site

Abstract

Service quality evaluation is one of the main issues that have recently drawn managers’ and researchers’ attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a comparative analysis of the affected tools that are widely used. These are summarized in an orientation map. Moreover we present some results of an experiment carried out with two of the major quality tools (SERVQUAL and QUALITOMETRO). The results identify good qualities as well as weaknesses for both tools. Possible improvement strategies are presented.

Journal

International Journal of Quality Science – Emerald Publishing

Published: Dec 1, 1998

Keywords: Customer satisfaction; Evaluation; Service quality

References

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