Title :
Based on SERVQUAL Instrument Explore a New Method for Service Quality Measurement
Author :
Xu Xian-Ying ; Ma Qin-hai
Author_Institution :
Northeastern Univ., Shenyang
Abstract :
All the time, as a service quality measurement method SERVQUAL is often recommended in classic textbooks, or cited by many literatures. But there always be some papers persisting that SERVQUAL instrument is not a good method to service quality measurement because of the problems of reliability, discriminant validity, spurious correlations, and variance restriction etc. Considering SERVQUAL is a good instrument for service quality problems diagnosis, and for the above issues, we attempt to improve the SERVQUAL instrument from three facets, that is, choosing the operational definition of expectation; importing self-confidence to expectation in service quality measurement; and adopting the formative service quality measurement model. Finally we test the modified gap measurement method empirically in 2006 Shenyang International Horticultural Exposition (EXPO).
Keywords :
quality management; service industries; SERVQUAL instrument; expectation; formative model; formative service quality measurement model; self-confidence; Automatic testing; Conference management; Engineering management; Innovation management; Instruments; Marketing management; Quality management; Reliability engineering; Technological innovation; Time measurement; SERVQUAL; expectation; formative model; self-confidence;
Conference_Titel :
Management Science and Engineering, 2007. ICMSE 2007. International Conference on
Conference_Location :
Harbin
Print_ISBN :
978-7-88358-080-5
Electronic_ISBN :
978-7-88358-080-5
DOI :
10.1109/ICMSE.2007.4421994
