LEADER 04300nam 2200601 a 450 001 9910787555303321 005 20230803031143.0 010 $a3-95489-552-8 035 $a(CKB)2670000000406233 035 $a(EBL)1324041 035 $a(OCoLC)854977213 035 $a(SSID)ssj0001167951 035 $a(PQKBManifestationID)11795189 035 $a(PQKBTitleCode)TC0001167951 035 $a(PQKBWorkID)11142281 035 $a(PQKB)10580030 035 $a(MiAaPQ)EBC1324041 035 $a(Au-PeEL)EBL1324041 035 $a(CaPaEBR)ebr10735005 035 $a(EXLCZ)992670000000406233 100 $a20130805d2013 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 00$aService quality measurement$b[electronic resource] $eissues and perspectives /$fL.L.R. Rodrigues ... [et al.] 210 $aHamburg $cAnchor Academic Pub.$d2013 215 $a1 online resource (82 p.) 300 $aCover title. 311 $a3-95489-052-6 320 $aIncludes bibliographical references. 327 $aService Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models 327 $a2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 327 $a4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 327 $a5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III 330 $aHauptbeschreibung This book is very useful for it is not just ''descriptive'' in its nature, but ''prescriptive'', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has 606 $aConsumer satisfaction$xEvaluation 606 $aCustomer services$xEvaluation 606 $aService industries$xQuality control 615 0$aConsumer satisfaction$xEvaluation. 615 0$aCustomer services$xEvaluation. 615 0$aService industries$xQuality control. 676 $a658.8 676 $a658.812 701 $aRodrigues$b L. L. R$01516894 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910787555303321 996 $aService quality measurement$93753614 997 $aUNINA