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

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    Authors
    Zhu, Ji Cheng
    Ramanathan, Ramakrishnan
    Ramanathan, Usha
    Issue Date
    2011
    Subjects
    IT service management
    service quality
    quality management
    
    Metadata
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    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
    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
    ae974a485f413a2113503eed53cd6c53
    10.1504/IJSOM.2011.039662
    Scopus Count
    Collections
    Business and Information Systems Research Centre (BISC)

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