Service quality gaps analysis at SCECO-East, Saudi Arabia

Journal of Energy Engineering

Volumn 126, Issue 3, 2000, Pages 116-131

  Jannadi, Osama Ahmed ^a   Assaf, Sadi ^a   Maghraby, Hamza M ^a   Al Saggaf, Hamed A ^b  

^a KING FAHD UNIVERSITY OF PETROLEUM AND MINERALS   (Saudi Arabia)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

ELECTRIC POWER DISTRIBUTION; ELECTRIC POWER PLANTS;

SERVICE QUALITY GAPS;

ENERGY MANAGEMENT;

EID: 0034546075     PISSN: 07339402     EISSN: None     Source Type: Journal    
DOI: 10.1061/(ASCE)0733-9402(2000)126:3(116)     Document Type: Article

References (18)

1. Cronin, J. J., and Taylor, S. A. (1992). "Measuring service quality: A reexamination and extension." J. Marketing, 56(3), 55-68.
2. Ghobadian, A., Speller, S., and Jones, M. (1994). "Service quality concepts and models." Int. J. Quality and Reliability Mgmt., 11(9), 43-66.
3. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). "A conceptual model of service quality and its implications for future research." J. Marketing, 49, 4-50.
4. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994). "Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research." J. Marketing, 58, 111-124.
5. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1988). "Communication and control processes in the delivery of service quality." J. Marketing, 52, 35-48.
6. Zeithaml, V. A., Parasuraman, A., and Berry, L. L. (1985). "Problems and strategies in service marketing." J. Marketing, 49, 33-46.
7. Babakus, E., and Boller, G. W. (1992). "An empirical assessment of the SERVQUAL scale." J. Business Res., 24, 253-268.
8. Berry, L. L., Zeithmal, V. A., and Parasuraman, A. (1990). "Five imperatives for improving service quality." Sloan Mgmt. Rev., 29-38.
9. Candlin, D. B., and Day, P. J. (1993). "Introducing TQM in a service industry." Quality Forum, 19(3), 132-142.
10. Carman, J. M. (1990). "Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions." J. Retailing, 66(1), 33-55.
11. Cronin, J. J., and Taylor, S. A. (1994). "SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality." J. Marketing, 58, 125-131.
12. Jannadi, O., and Al-Saggaf, H. (2000). "Measurement of quality in Saudi Arabian service industry." Int. J. Quality and Reliability Mgmt., 17(5).
13. Kelley, S. W., Donnelly, J., and Skinner, S. J. (1990). "Customer participation in service production and delivery." J. Retailing, 66(3), 315-335.
14. Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). "Refinement and reassessment of the SERVQUAL scale." J. Retailing, 67(4), 420-450.
15. Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1993). "More on improving service quality measurement." J. Retailing, 69(1), 140-146.
16. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1993). "SERVQUAL:A ULTIPLE - Item scale for measuring consumer perceptions of service quality." J. Retailing, 64(1), 12-40.
17. Samson, D., and Parker, R. (1994). "Service quality: The gap in the Australian consulting engineering industry." Int. J. Quality and Reliability Mgmt., 11(7), 60-76.
18. Saudi Consolidated Electric Company in the Eastern Province (SCECO-East). (1998). "Annual report 1997-1998."