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

Zhu, Ji Cheng (2006) Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model. [Dissertation (University of Nottingham only)] (Unpublished)

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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 service organizations. Due to some criticisms on SERVQUAL, the dissertation will also develop an AHP-based questionnaire for improvement. The AHP technique was developed by Saaty (1980, 1990, 1994), uses a process of pair wise comparisons to determine the relative importance of alternatives in a multi-criteria decision-making problem. (Chow & Luk, 2005). Therefore, the primary objective of this dissertation is to develop two kinds of service quality questionnaires respectively, then after real interview and comprehensive data analysis, the two methods are compared to make a conclusion.

This article is divided into eight parts. First of all, it introduces the background and reviews what has been studied. Then the paper lets readers know the characteristics of IT organizations. In the following chapters, both SERVQUAL and AHP methodologies are introduced, developed and compared with each other. Finally, there are conclusions in terms of the comparisons between the two different questionnaires and methodologies.

Item Type: Dissertation (University of Nottingham only)
Keywords: IT Service Management, Service Quality, Quality Measurement, Analytic Hierarchy Process, SERVQUAL
Depositing User: EP, Services
Date Deposited: 07 Feb 2007
Last Modified: 28 Sep 2016 16:22

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