Explanation and Measuring Service Quality Strategic Model

Abstract

Quality in service organizations takes place in the process between customer and service provider. In fact, for determining service quality, the difference between what customers feel that they will receive and what in reality provide is measured. In this paper, using the studies of service quality attributes, five sets of quality measures were identified and these indicators or measures, through the analytical network process (ANP), are then weighted. The Priority weights are, in turn, used in a goal-programming model to select the best set of quality control instruments for customer data collection purposes. This article proposes a way that will allow weighting (prioritizing) of a firm's unique service quality measures and considers the real world resource limitations (budget, hour, labor, etc.), and selects the optimal set of service quality measuring tools. This article addresses two important issues: how to incorporate and decide upon quality measure tools in a service industry, and how to incorporate the ANP into the model. A case study is also proposed in this article to show the application of the combined model.

Keywords

• service quality
• analytical network process (anp)
• goal programming (gp) and servqual model