Prioritization of service quality parameters based on ordinal responses

Article Abstract:

A prioritization methodology of the service quality parameters is proposed for a service sector industry based on surveys carried out on both the internal and external consumers. 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.

United States

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Establishment of a quality-management system for service industries

Article Abstract:

With reference to case studies of HP and IBM companies in Taiwan, the development and feasibility of a comprehensive quality-management system for service organizations is analyzed.

Electronic computers, Taiwan, Case studies, Computer industry, Microcomputer industry, Total quality management, Case study, IBM Taiwan Corp., Hewlett-Packard Development Company L.P.

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Applying fuzzy quality function deployment to identify service management requirements for an ocean freight forwarder

Article Abstract:

Fuzzy logic is used to link service management requirements and customer needs for an ocean freighter.

China, Water Transportation, Water Transportation Services, Support Activities for Water Transportation, Analysis, Usage, Fuzzy algorithms, Fuzzy logic, Customer satisfaction, Shipping industry, Fuzzy systems

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