Integrating current and competitive service‐quality level analyses for service‐quality improvement programs

Yong‐pil Kim (Department of Industrial Engineering, Hanyang University, Seoul, South Korea)
Seok‐hoon Lee (Department of Industrial Engineering, Hanyang University, Seoul, South Korea)
Deok‐gyun Yun (Department of Industrial Engineering, Hanyang University, Seoul, South Korea)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 2004

Abstract

In competitive economic environments, a service‐quality improvement program (SQIP) should focus on customer satisfaction and should differentiate a company's service from its competitors' service. In this paper, current and competitive service quality (SQ) levels are considered for improving competitive SQ using current SQ levels measured by the SERVQUAL model with a ratio‐score scale. Second, competitive SQ is analyzed by customer assessment relative to each service attribute. Subsequently, the entropy method is used to quantify competitiveness. The value of each attribute's entropy indicates the relative importance of the attribute for SQIP. Third, the final priorities are determined by the combination of current SQ level and entropy value. Empirical testing on a fast‐food case study identifies the importance of considering the current SQ level and competitive performance indices simultaneously within a SQIP model.

Keywords

Citation

Kim, Y., Lee, S. and Yun, D. (2004), "Integrating current and competitive service‐quality level analyses for service‐quality improvement programs", Managing Service Quality: An International Journal, Vol. 14 No. 4, pp. 288-296. https://doi.org/10.1108/09604520410546824

Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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