Open AccessMeasuring Service Quality For Strategic Planning And Analysis In Service Firms
Author(s) -
Masoud Jemmasi,
Kelly C. Strong,
Steven A. Taylor
Publication year - 2011
Publication title -
journal of applied business research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.149
H-Index - 22
eISSN - 2157-8834
pISSN - 0892-7626
DOI - 10.19030/jabr.v10i4.5904
Subject(s) - servqual , service quality , strategic planning , service (business) , business , process management , scale (ratio) , quality (philosophy) , marketing , operations management , economics , philosophy , physics , epistemology , quantum mechanics
The following study demonstrates that service quality assessment using importance-performance analysis may be a more useful strategic management tool than the gap measures recommended by the authors of the SERVQUAL scale. An example from the health care industry highlights the utility of the proposed method for purposes of strategic decision making.