Prioritization of Service Quality Parameters Based on Ordinal Responses (Record no. 15594)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02921naa a2200277uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041712213521 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211161029.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | CHATTERJEE, Sudipta |
| 9 (RLIN) | 24584 |
| 245 10 - TITLE STATEMENT | |
| Title | Prioritization of Service Quality Parameters Based on Ordinal Responses |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | June 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The importance attributed to service sector industries has become more pronounced in the post-globalization era and the trend continues unabated even today. In such industries, direct assessment of the service quality is often not possible and the measurement has to be made in terms of suitable surrogates through various parameters related to delivery, support, cost, billing, access, speed, response to queries, complaint redressal and so on. The SERVQUAL models and their extensions (Parasuraman et al., 1985, 1988, 1994a, 1994b; Zeithamal et al., 1993) have delved into the various facets of measuring service quality and the factors that influence the customer expectations and their perceptions. However, a concrete quantification of the service gaps used in such models, is seldom found in the literature. As such, it is very much necessary to quantify the service gaps and also to quantify the expectation of the service parameters as perceived by the customers. In the present paper, a prioritization methodology of the service quality parameters has been proposed for a service sector industry based on surveys carried out on both the internal, as well as, external consumers. The responses of the surveys are Ordered Categorical in nature. As such, the conventional statistical techniques based on continuous responses are not suitable or justified. Moreover, it appears that the use of difference scores in SERVQUAL or similar instruments, contributes to problems with the reliability, discriminant validity, convergent validity and predictive validity of the measure (Van Dyke et al., 1999). The idea of a gap without constructing difference scores may be conceived by the RIDIT scores, which is a well known technique in Categorical Data Analysis (Bross, 1958; Fleiss, 1973, 1999; Agresti, 1984). The proposed methodology is expected to encompass any service sector industry with well-defined service quality parameters and can be used as an alternative approach to the SERVQUAL instrument. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service priority |
| 9 (RLIN) | 24585 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | SERVQUAL model |
| 9 (RLIN) | 24586 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Ordered categorical data |
| 9 (RLIN) | 24587 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | RIDIT analysis |
| 9 (RLIN) | 24588 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Pareto analysis |
| 9 (RLIN) | 20072 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Multivariate regression |
| 9 (RLIN) | 24589 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Rank correlation |
| 9 (RLIN) | 24590 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CHATTERJEE, Aditya |
| 9 (RLIN) | 24591 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 4, p. 477 - 489 |
| Place, publisher, and date of publication | UK : Routledge, June 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1221^b |
| Cataloger's initials, CIN (RLIN) | Natália |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20081212 |
| Operator's initials, OID (RLIN) | 1047^b |
| Cataloger's initials, CIN (RLIN) | Zailton |
No items available.
