Measuring quality service : The use of a SERVPERF scale as an input for ELECTRE TRI multicriteria model
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 27 May 2014
Abstract
Purpose
The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al., 1985) and price.
Design/methodology/approach
The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied to the Inn.
Findings
SERVPERF is based on the subjective and cognitive perception of customer's service analyses. ELECTRE TRI decreases the deviation of subjectivity and develops manager's energy flow, focussed on enterprise resources.
Research limitations/implications
Measuring quality is hard work and usually the customer perceptions are not well understood, because it changes many times. In addition SERVPERF and ELECTRE TRI weights do not order the quality importance.
Practical implications
Together, SERVPERF and ELECTRE TRI allow managers to prioritize the service level desired by the customer.
Originality/value
The importance of this analysis follows the competitiveness approach: productivity, quality and flexibility (Boljwin and Kumpe, 1990). The paper develops an approach to lead organizational quality performance based on the customer view. It provides a sustainable competitive advantage.
Keywords
Acknowledgements
The authors are grateful for the support received to carry out this study from the National Council for Scientific and Technological Development (CNPq), the Brazilian governmental entity which promotes scientific and technological development.
Citation
de Barros Jerônimo, T. and Medeiros, D. (2014), "Measuring quality service : The use of a SERVPERF scale as an input for ELECTRE TRI multicriteria model", International Journal of Quality & Reliability Management, Vol. 31 No. 6, pp. 652-664. https://doi.org/10.1108/IJQRM-06-2012-0095
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited