TY  - JOUR
AB  - Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since performance of customer service directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a major concern for many firms. The new proposed index in this paper, the service performance index, involves observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results may in some degree be exposed to sampling errors and even lead to incorrect conclusions. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.
VL  - 10
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604520010345759
UR  - https://doi.org/10.1108/09604520010345759
AU  - Yang Hsu‐Hao
AU  - Chen K.S.
PY  - 2000
Y1  - 2000/01/01
TI  - A performance index approach to managing service quality
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 273
EP  - 278
Y2  - 2024/04/25
ER  -