Measuring service performance in mobile communications
Article Abstract:
Customer satisfaction is increasingly emerging as the major factor for measuring server providersE performance standards in the cellular phone market. A psychometrically sound, multi- item measure of service performance in mobile communications was developed and validated by the researchers. A sample size of 120 customers was surveyed using a pool of 16 items to cover a hypothesized multiple aspects of service performance and evaluated by assessing convergent, discriminant and predictive validity.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2004
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An empirical study of SERVQUAL's dimensionality
Article Abstract:
An empirical analysis of the SERVQUAL scale, which is used to measure customer perceptions of the quality of service, reveals that 22 items do not adequately represent the five dimensions established for service quality measurement. The "Tangibles" dimension, which refers to physical facilities and equipment, is the most clearly perceived dimension. This is followed by the "Empathy" dimension, which refers to the attention being given to the customers.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 1998
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Customer satisfaction measurement: Comparing four methods of attribute categorizations
Article Abstract:
Customer satisfaction is considered to be an important aspect in the service industry. Four methods to categorize attributes into four classes are discussed.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2004
User Contributions:
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