Measurement of quality in Saudi Arabian service industry

International Journal of Quality and Reliability Management

Volumn 17, Issue 9, 2000, Pages 949-965

  Jannadi, Osama A ^a   Al Saggaf, Hamed ^b  

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

^b SCECO East ^*  (Saudi Arabia)

Author keywords

Customer satisfaction; Electricity industry; Saudi arabia; Service quality

Indexed keywords

EID: 0343047082     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710010353867     Document Type: Article

References (6)

1. Annual Report (1998-1999), SCECO-East
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3. Ghobadian, A., Speller, S. and Jones, M. (1994), "Service quality concepts and models", International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-66.
4. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
5. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 4-50.
6. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1,pp. 12-40.