Measurement of quality in Saudi Arabian service industry
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 December 2000
Abstract
Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process specifications. This paper examines a particular electric company (SCECO‐East), a typical service provider in Saudi Arabia, in which service quality is a distinguishing feature of primary importance. It describes a detailed survey and analysis in the light of the model put forward by Parasuraman et al. It utilizes SERVQUAL for measuring customers’ perceptions of service quality. The study revealed that SCECO‐East scored high in tangibles dimension but low in features of responsiveness and reliability. In addition, while the performance of SCECO‐East was acceptable to all customer categories, service quality was perceived differently by various types of customers, with reinforcement and commercial customers awarding SCECO‐East even lower ratings than other customers did.
Keywords
Citation
Jannadi, O.A. and Al‐Saggaf, H. (2000), "Measurement of quality in Saudi Arabian service industry", International Journal of Quality & Reliability Management, Vol. 17 No. 9, pp. 949-966. https://doi.org/10.1108/02656710010353867
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited