Measuring Service Quality By Linear Indicators
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Measuring Service Quality By Linear Indicators
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Author : Daniel Peña
language : en
Publisher:
Release Date : 1996
Measuring Service Quality By Linear Indicators written by Daniel Peña and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with categories.
Measuring Service Quality By Linear Indicators
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Author : Daniel Peña Sánchez de Rivera
language : en
Publisher:
Release Date : 1996
Measuring Service Quality By Linear Indicators written by Daniel Peña Sánchez de Rivera and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Quality of products categories.
Measuring Service Performance
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Author : Ralf Lisch
language : en
Publisher: Routledge
Release Date : 2016-05-06
Measuring Service Performance written by Ralf Lisch and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-06 with Business & Economics categories.
In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.
Bayesian Statistics 6
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Author : J. M. Bernardo
language : en
Publisher: Oxford University Press
Release Date : 1999-08-12
Bayesian Statistics 6 written by J. M. Bernardo and has been published by Oxford University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-08-12 with Mathematics categories.
Bayesian statistics is a dynamic and fast-growing area of statistical research and the Valencia International Meetings provide the main forum for discussion. These resulting proceedings form an up-to-date collection of research.
Services Management Conceptualizing And Measuring Customer Perceived Service Quality
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Author : Tim Ebner
language : en
Publisher: GRIN Verlag
Release Date : 2013-02-12
Services Management Conceptualizing And Measuring Customer Perceived Service Quality written by Tim Ebner and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-12 with Business & Economics categories.
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Modern Information Systems
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Author : Christos Kalloniatis
language : en
Publisher: BoD – Books on Demand
Release Date : 2012-06-13
Modern Information Systems written by Christos Kalloniatis and has been published by BoD – Books on Demand this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-06-13 with Computers categories.
The development of modern information systems is a demanding task. New technologies and tools are designed, implemented and presented in the market on a daily bases. User needs change dramatically fast and the IT industry copes to reach the level of efficiency and adaptability for its systems in order to be competitive and up-to-date. Thus, the realization of modern information systems with great characteristics and functionalities implemented for specific areas of interest is a fact of our modern and demanding digital society and this is the main scope of this book. Therefore, this book aims to present a number of innovative and recently developed information systems. It is titled "Modern Information Systems" and includes 8 chapters. This book may assist researchers on studying the innovative functions of modern systems in various areas like health, telematics, knowledge management, etc. It can also assist young students in capturing the new research tendencies of the information systems' development.
Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector
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Author : Lewlyn L. R. Rodrigues
language : en
Publisher: GRIN Verlag
Release Date : 2012-11-28
Comparative Study Of Service Quality Metrics An Empirical Study In The Service Sector written by Lewlyn L. R. Rodrigues and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-28 with Business & Economics categories.
Master's Thesis from the year 2009 in the subject Business economics - Offline Marketing and Online Marketing, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability are highly scored, and Empathy and Assurance are least scored, whereas, Responsiveness is moderately scored Service quality dimension. It can be concluded that if meaningful outcome has to be obtained, both these metrics have to be applied to a service sector and based on the combined inference drawn, suggestions should be made for quality enhancement.
Framing Service Quality A Comprehensive Indicator For Measuring Service Quality In Public Administration Case Study Ofb Rger Mter In Berlin
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Author : Florian Birk
language : en
Publisher:
Release Date : 2016
Framing Service Quality A Comprehensive Indicator For Measuring Service Quality In Public Administration Case Study Ofb Rger Mter In Berlin written by Florian Birk and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
Asqc Annual Quality Congress Proceedings
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Author :
language : en
Publisher:
Release Date : 2001
Asqc Annual Quality Congress Proceedings written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Chemical industry categories.
Fundamentals Of Service Systems
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Author : Jorge Cardoso
language : en
Publisher: Springer
Release Date : 2015-12-12
Fundamentals Of Service Systems written by Jorge Cardoso and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-12-12 with Computers categories.
This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.