Service Quality Measurement in an IT organization:
SERVQUAL Design and an AHP Model

QR Code

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...

Full description

Bibliographic Details
Main Author:	Zhu, Ji Cheng
Format:	Dissertation (University of Nottingham only)
Language:	English
Published:	2006
Subjects:	IT Service Management Service Quality Quality Measurement Analytic Hierarchy Process SERVQUAL
Online Access:	https://eprints.nottingham.ac.uk/20194/

Similar Items

Measuring Service Quality in Distribution Logistics Using SERVQUAL and AHP: A Case Study in a Pharmaceutical Wholesaler in Turkey
by: Karpuzcu, Harika
Published: (2006)

Examining the consulting services delivery at Microsoft Consulting Services (MCS) Singapore and recommendations for improvement
by: Chee, Wah Keat
Published: (2009)

Quality Management and Quality Technique Tools and Practices: Study Case of Healthcare Organisations in West Lombok, Indonesia
by: Savitrie, Ratna Aisyah
Published: (2017)

The Use of Analytic Hierarchy Process (AHP) in the Analysis of Delay Claims in Construction Projects in the UAE
by: Perera, N., et al.
Published: (2010)

Analysing the quality of service and designing the appropriate marketing mix for Nottingham Counselling Service’s (NCS) offering to the GP Market
by: Muppala Venkata, Kalyan Kumar
Published: (2011)

Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
by: Mohd Zafri, Syahirah Aisyah
Published: (2019)

A review of applications of Analytic Hierarchy Process in operations management
by: Subramanian, Nachiappan, et al.
Published: (2012)

Implications of Outsourcing - Investigating the Nature of Quality of Service Provided by an Offshore Outsourcee
by: Zu, Hongli
Published: (2008)

Semantic Service Retrieval and QoS Measurement in the Digital Ecosystem Environment
by: Dong, Hai, et al.
Published: (2010)

Indoor positioning technology assessment using analytic hierarchy process for pedestrian navigation services
by: Basiri, Anahid, et al.
Published: (2015)

Human resource outsourcing effectiveness: the moderating effects of partnership quality on the service quality-satisfaction-loyalty framework
by: Sim, Siew Chen
Published: (2020)

Impact of employee psychological empowerment, process and equipment on operational service quality in the oilfield service industry
by: Onyemeh, Ngozi C.
Published: (2017)

User needs elicitation via analytic hierarchy process (AHP): a case study on a Computed Tomography (CT) scanner
by: Pecchia, Leandro, et al.
Published: (2013)

How to do health services research in stroke: a focus on performance measurement and quality improvement
by: Cadilhac, Dominique A., et al.
Published: (2018)

Service quality of banks after merger : consumers' perception
by: Hong, Yong Hoe
Published: (2001)

Quality of service (QoS) based service retrieval engine
by: Dong, Hai, et al.
Published: (2008)

An Analysis of the Service Marketing and Service Quality of Broadcasting Companies in the United Kingdom
by: Stath, Ulrike
Published: (2007)

Service role and outcome as moderators in intercultural service encounters
by: Sharma, Piyush, et al.
Published: (2015)

Outsourcing: Risks and Impact to Service Quality within European Investment Banks
by: Tomlinson, Michael J
Published: (2015)

Women’s Perception of Quality of Maternity Services: A Longitudinal Survey in Nepal
by: Karkee, R., et al.
Published: (2014)

The influence of traditional service quality and bank size on trust in e-banking
by: Wong, David, et al.
Published: (2009)

Improving quality in design-focused services
by: Love, Terence
Published: (2005)

Quality measures for digital business ecosystems formation
by: Raza, Muhammad, et al.
Published: (2008)

Using chemometrics in assessing langat river water quality and designing a cost-effective water sampling strategy.
by: Juahir, Hafizan, et al.
Published: (2009)

A QOS-based service retrieval methodology for the digital ecosystems
by: Dong, Hai, et al.
Published: (2009)

Trustworthiness Measure for e-Service
by: Chang, Elizabeth, et al.
Published: (2005)

Using the Analytic Hierarchy Process Methodology to Assess the Drivers Affecting the Implementation of Interactive Digital Television as a Commerce Platform
by: Chao, C., et al.
Published: (2013)

Technology, work organisation and job quality in the service sector: an introduction
by: Connell, Julia, et al.
Published: (2014)

Use of the Analytic Hierarchy Process (AHP) for examining healthcare professionals’ assessments of the relative importance of risk factors for falls in community-dwelling older people
by: Pecchia, Leandro, et al.
Published: (2011)

Customer’s Satisfaction In ATM Service: An Empirical Study 0f Banks In Chandigarh" accepted for publication in online research journal
by: Kaur, Manpreet
Published: (2013)

A comparative study of consumer evaluation on service quality between full service scheduled airlines and low-cost carriers
by: Chan, Ka Ying Cecilia
Published: (2004)

Semantic service search, service evaluation and ranking in service oriented environment
by: Dong, Hai, et al.
Published: (2008)

Re-examining traditional service quality in an e-banking era
by: Wong, David, et al.
Published: (2008)

The integration of environmental aspects in computer aided molecular design framework
by: Ooi, Jecksin
Published: (2019)

Organisational intelligence and digital government service quality: the mediating role of occupational stress among Malaysian service providers
by: Ramakrishnan, Subashini
Published: (2023)

Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience
by: Wan Mustaffa, Wan Salmuni, et al.
Published: (2016)

Document ranking using information quality criteria in weblog search engine
by: Azimzadeh, Fatemeh
Published: (2013)

Enhancing quality of service in Multi-Radio Multi-Channel Wireless Mesh Networks
by: Raja Bongsu, Raja Hasyifah
Published: (2023)

Viability of remanufacturing practice: a strategic decision making framework for Chinese auto-parts companies
by: Abdulrahman, Muhammad Dan-Asabe, et al.
Published: (2015)

Frontline employees' views on organisational factors that affect the delivery of service quality in call centres
by: Dean, A., et al.
Published: (2009)