Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison
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 PublishersAdditional Links
http://www.inderscience.com/link.php?id=39662Type
ArticleLanguage
enISSN
1744-23701744-2389
ae974a485f413a2113503eed53cd6c53
10.1504/IJSOM.2011.039662