Journal article

Optimising service quality translating via quantitative quality function deployment

HA Khorshidi, SR Hejazi

International Journal of Services and Standards | Published : 2011


This study aims to create a model to use internal measures for service quality evaluation. Using internal measures provides continuous (daily) service quality measurement and faster improvement efforts allocation, we find them more applicable and useful for service quality measurement. This paper demonstrates that using SERVQUAL lonely cannot be efficient, so we need some new improvements. This study proposes a model that can use internal measures for continuous and more effective evaluation. The quality function development method is used for translating customer expectation to internal measures. SERVQUAL dimensions or statements are employed as customer expectation that they are perceived ..

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