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Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| Soggetto genere / forma | Electronic books. |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service 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
2.2.1. 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 4.6 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 5.5.2. 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 |
| Record Nr. | UNINA-9910463267103321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service 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
2.2.1. 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 4.6 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 5.5.2. 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 |
| Record Nr. | UNINA-9910787555303321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service 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
2.2.1. 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 4.6 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 5.5.2. 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 |
| Record Nr. | UNINA-9910807432803321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||