Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model
Measuring service quality is a challenge because customer satisfaction is determined by many intangible factors (Fitzsimmons and Fitzsimmons, 2001). SERVQUAL and AHP are the main two methodologies of measuring service quality. Since the end of 1980s SERVQUAL has been implemented widely in various s...
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2006
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| Online Access: | https://eprints.nottingham.ac.uk/20194/ |
| _version_ | 1848792033862352896 |
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| author | Zhu, Ji Cheng |
| author_facet | Zhu, Ji Cheng |
| author_sort | Zhu, Ji Cheng |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | Measuring service quality is a challenge because customer satisfaction is determined by many intangible factors (Fitzsimmons and Fitzsimmons, 2001). SERVQUAL and AHP are the main two methodologies of measuring service quality. Since the end of 1980s SERVQUAL has been implemented widely in various service organizations. Due to some criticisms on SERVQUAL, the dissertation will also develop an AHP-based questionnaire for improvement. The AHP technique was developed by Saaty (1980, 1990, 1994), uses a process of pair wise comparisons to determine the relative importance of alternatives in a multi-criteria decision-making problem. (Chow & Luk, 2005). Therefore, the primary objective of this dissertation is to develop two kinds of service quality questionnaires respectively, then after real interview and comprehensive data analysis, the two methods are compared to make a conclusion.
This article is divided into eight parts. First of all, it introduces the background and reviews what has been studied. Then the paper lets readers know the characteristics of IT organizations. In the following chapters, both SERVQUAL and AHP methodologies are introduced, developed and compared with each other. Finally, there are conclusions in terms of the comparisons between the two different questionnaires and methodologies. |
| first_indexed | 2025-11-14T18:37:59Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-20194 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:37:59Z |
| publishDate | 2006 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-201942018-02-16T03:35:13Z https://eprints.nottingham.ac.uk/20194/ Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model Zhu, Ji Cheng Measuring service quality is a challenge because customer satisfaction is determined by many intangible factors (Fitzsimmons and Fitzsimmons, 2001). SERVQUAL and AHP are the main two methodologies of measuring service quality. Since the end of 1980s SERVQUAL has been implemented widely in various service organizations. Due to some criticisms on SERVQUAL, the dissertation will also develop an AHP-based questionnaire for improvement. The AHP technique was developed by Saaty (1980, 1990, 1994), uses a process of pair wise comparisons to determine the relative importance of alternatives in a multi-criteria decision-making problem. (Chow & Luk, 2005). Therefore, the primary objective of this dissertation is to develop two kinds of service quality questionnaires respectively, then after real interview and comprehensive data analysis, the two methods are compared to make a conclusion. This article is divided into eight parts. First of all, it introduces the background and reviews what has been studied. Then the paper lets readers know the characteristics of IT organizations. In the following chapters, both SERVQUAL and AHP methodologies are introduced, developed and compared with each other. Finally, there are conclusions in terms of the comparisons between the two different questionnaires and methodologies. 2006 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/20194/1/06MSc_lixjz14.pdf Zhu, Ji Cheng (2006) Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model. [Dissertation (University of Nottingham only)] (Unpublished) IT Service Management Service Quality Quality Measurement Analytic Hierarchy Process SERVQUAL |
| spellingShingle | IT Service Management Service Quality Quality Measurement Analytic Hierarchy Process SERVQUAL Zhu, Ji Cheng Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model |
| title | Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model |
| title_full | Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model |
| title_fullStr | Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model |
| title_full_unstemmed | Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model |
| title_short | Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model |
| title_sort | service quality measurement in an it organization:
servqual design and an ahp model |
| topic | IT Service Management Service Quality Quality Measurement Analytic Hierarchy Process SERVQUAL |
| url | https://eprints.nottingham.ac.uk/20194/ |