Service Quality Measurement

Abstract

Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.