Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison

2.50
Hdl Handle:
http://hdl.handle.net/10547/295121
Title:
Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison
Authors:
Zhu, Ji Cheng; Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 ) ; Ramanathan, Usha
Abstract:
The purpose of this paper is to compare the results of measuring Service Quality (SQ) using the SERVQUAL instrument and the analytic hierarchy process (AHP). The research was carried out at a Hewlett-Packard Authorised Service Centre in Beijing, China in 2006. The SERVQUAL analysis suggested that most of the respondents were dissatisfied with the SQ, whereas only a small number of respondents seemed to be dissatisfied with the SQ as per AHP analysis. The significant differences between the results of the two methods suggested that the approaches differed in terms of their capabilities in reflecting respondent opinions accurately.
Citation:
Zhu, J.C., Ramanathan, R. & Ramanathan, U. (2011) 'Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison', International Journal of Services and Operations Management, 8(4), pp.418-432.
Publisher:
Inderscience Publishers
Journal:
International Journal of Services and Operations Management
Issue Date:
2011
URI:
http://hdl.handle.net/10547/295121
DOI:
10.1504/IJSOM.2011.039662
Additional Links:
http://www.inderscience.com/link.php?id=39662
Type:
Article
Language:
en
ISSN:
1744-2370; 1744-2389
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorZhu, Ji Chengen_GB
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.contributor.authorRamanathan, Ushaen_GB
dc.date.accessioned2013-07-03T08:04:01Z-
dc.date.available2013-07-03T08:04:01Z-
dc.date.issued2011-
dc.identifier.citationZhu, J.C., Ramanathan, R. & Ramanathan, U. (2011) 'Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison', International Journal of Services and Operations Management, 8(4), pp.418-432.en_GB
dc.identifier.issn1744-2370-
dc.identifier.issn1744-2389-
dc.identifier.doi10.1504/IJSOM.2011.039662-
dc.identifier.urihttp://hdl.handle.net/10547/295121-
dc.description.abstractThe purpose of this paper is to compare the results of measuring Service Quality (SQ) using the SERVQUAL instrument and the analytic hierarchy process (AHP). The research was carried out at a Hewlett-Packard Authorised Service Centre in Beijing, China in 2006. The SERVQUAL analysis suggested that most of the respondents were dissatisfied with the SQ, whereas only a small number of respondents seemed to be dissatisfied with the SQ as per AHP analysis. The significant differences between the results of the two methods suggested that the approaches differed in terms of their capabilities in reflecting respondent opinions accurately.en_GB
dc.language.isoenen
dc.publisherInderscience Publishersen_GB
dc.relation.urlhttp://www.inderscience.com/link.php?id=39662en_GB
dc.rightsArchived with thanks to International Journal of Services and Operations Managementen_GB
dc.subjectIT service managementen_GB
dc.subjectservice qualityen_GB
dc.subjectquality managementen_GB
dc.titleMeasuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparisonen
dc.typeArticleen
dc.identifier.journalInternational Journal of Services and Operations Managementen_GB
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