Importance‐Performance Analysis and the Measurement of Service Quality

Importance‐Performance Analysis and the Measurement of Service Quality The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Importance‐Performance Analysis and the Measurement of Service Quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1993 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090569310026402
Publisher site
See Article on Publisher Site

Abstract

The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom.

Journal

European Journal of MarketingEmerald Publishing

Published: Mar 1, 1993

Keywords: Banks; Consumers; Customer satisfaction; Service quality; Small firms; United Kingdom

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