Developing a new key performance index for measuring service quality

Industrial Management and Data Systems

Volumn 110, Issue 6, 2010, Pages 823-840

  Pan, Jeh Nan ^a   Pan, Tzu Chun ^a  

^a NATIONAL CHENG KUNG UNIVERSITY   (Taiwan)

Author keywords

Process analysis; Service industries; Service quality assurance

Indexed keywords

BOOTSTRAPPING METHOD; BUSINESS SUCCESS; CONFIDENCE INTERVAL; CONTINUOUS IMPROVEMENTS; CORPORATE PERFORMANCE; COST SAVING; CUSTOMERS' EXPECTATIONS; DESIGN/METHODOLOGY/APPROACH; INTERVAL ESTIMATION; KEY FACTORS; KEY PERFORMANCE INDEX; MANUFACTURING INDUSTRIES; NEW APPROACHES; NON-NORMAL DISTRIBUTION; NON-NORMAL PROCESS; PROCESS ANALYSIS; QUANTITATIVE METHOD; SAMPLE SIZE DETERMINATION; SAMPLE SIZES; SERVICE INDUSTRIES; SERVICE LEVELS; SERVICE QUALITY; SERVQUAL; STRATEGIC ALIGNMENT; STRUCTURED APPROACH; SURVEY DATA;

BENCHMARKING; CUSTOMER SATISFACTION; DECISION MAKING; FLOW PATTERNS; INDUSTRY; MANAGERS; NORMAL DISTRIBUTION; PROBABILITY; QUALITY ASSURANCE; QUALITY OF SERVICE; SALES; SAMPLING; TOTAL QUALITY MANAGEMENT;

QUALITY CONTROL;

EID: 77954787290     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635571011055072     Document Type: Article

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