IDEAS home Printed from https://ideas.repec.org/a/ids/injsem/v3y2011i1p36-61.html
   My bibliography  Save this article

Relationship between service gap and perception for mapping of quality attributes into four service quality factors

Author

Listed:
  • Mal-Kong Sia

Abstract

Customer satisfaction has been found to be multi-dimensional, with four service quality factors, namely criticals, satisfiers, dissatisfiers and neutrals. Many methods, among them the critical incident technique and content analysis of complaints and compliments, have been used to identify its factor structure. This paper proposes the relationship between service gap and perception for the empirical determination of service quality factors. Using a 37-item questionnaire developed from Gronroos' Perceived Service Quality model, a survey was carried out to measure the students' perceptions of service quality in a private higher education institution. Service gaps were computed from the difference between students' perceptions of the services they received and their expectations of the same services. The mean service gap was plotted as the horizontal axis whereas the mean perception score was plotted as the vertical axis. It appears that the relationship can be used to map quality attributes into four service quality factors.

Suggested Citation

  • Mal-Kong Sia, 2011. "Relationship between service gap and perception for mapping of quality attributes into four service quality factors," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 3(1), pages 36-61.
    • Handle: RePEc:ids:injsem:v:3:y:2011:i:1:p:36-61
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=37177
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injsem:v:3:y:2011:i:1:p:36-61. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=236 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.