000			02921naa a2200277uu 4500
001			6041712213521
003			OSt
005			20190211161029.0
008			060417s2006 xx ||||gr |0|| 0 eng d
100	1		_aCHATTERJEE, Sudipta _924584
245	1	0	_aPrioritization of Service Quality Parameters Based on Ordinal Responses
260			_aUK : _bRoutledge, _cJune 2005
520	3		_aThe 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	_aService priority _924585
650		4	_aSERVQUAL model _924586
650		4	_aOrdered categorical data _924587
650		4	_aRIDIT analysis _924588
650		4	_aPareto analysis _920072
650		4	_aMultivariate regression _924589
650		4	_aRank correlation _924590
700	1		_aCHATTERJEE, Aditya _924591
773	0	8	_tTotal Quality Management & Business Excellence _g16, 4, p. 477 - 489 _dUK : Routledge, June 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060417 _b1221^b _cNatália
998			_a20081212 _b1047^b _cZailton
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15594 _d15594
041			_aeng