Evaluating the service quality of information services using a new “P‐C‐P” attributes model

Abstract

Continues earlier work which described in some detail the theoretical basis and rationale for developing a modified SERVQUAL instrument (P‐C‐P attributes model) for measuring service quality. Provides a brief overview to service quality highlighting some of the more pertinent and as yet unresolved issues. Discusses the validity of the new “P‐C‐P” attributes model as a methodological framework for measuring service quality, and discusses the findings of an in‐depth study of the service quality of information services in Northern Ireland using this model. In brief, the P‐C‐P attributes (pivotal, core and peripheral) model takes the form of a ranked structure based on three main classes of attributes (as opposed to the five dimensions of SERVQUAL). Using these three attributes as a convenient set of pegs, a questionnaire was developed to capture the different aspects of service quality and distributed to 1,000 organisations in Northern Ireland. Some 276 questionnaires were returned for analysis, and in general respondents appeared to be fairly satisfied with the level of service they received from the information services. However, some significant differences were noted between their responses to questions and open comments, which tended to be more negative. This seems to indicate that service quality evaluation should not be based solely on fixed‐choice questions and that respondents should be given the opportunity to make general comments on any aspect of the service they received. This research also examined the versatility of the P‐C‐P attributes model as a measurement framework. Results from advanced statistical tests demonstrated the potential that exists for this tool to be used as a general instrument for assessing the service quality of information services or any industry sector. It is not prescriptive and, indeed, it is a skeletal framework within which to consider respective services, thereby having the potential to address the diversity and idiosyncracies of specific service industries.

Citation

Philip, G. and Hazlett, S. (2001), "Evaluating the service quality of information services using a new “P‐C‐P” attributes model", International Journal of Quality & Reliability Management, Vol. 18 No. 9, pp. 900-916. https://doi.org/10.1108/EUM0000000006070