Quality Control in Services Industry

Abstract

Instruments for measuring quality and accomplishing quality control have been developed and are widely used in the manufacturing industry. However, the intangible nature of the product in the services industry makes measuring of quality and accomplishing service quality control very challenging. The need for a service quality control instrument is justifiably when the increasing importance and growth of the services industry in our economy is considered. In this paper, we propose an instrument to achieve quality control in the services industry. We use well established scales to measure service quality and combine this with principles from statistical quality control to present an instrument for service quality control called expectation-perception control chart.