IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v8y2011i4p418-432.html
   My bibliography  Save this article

Measuring Service Quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison

Author

Listed:
  • Ji Cheng Zhu
  • Ramakrishnan Ramanathan
  • Usha Ramanathan

Abstract

The purpose of this paper is to compare the results of measuring Service Quality (SQ) using the SERVQUAL instrument and the analytic hierarchy process (AHP). The research was carried out at a Hewlett-Packard Authorised Service Centre in Beijing, China in 2006. The SERVQUAL analysis suggested that most of the respondents were dissatisfied with the SQ, whereas only a small number of respondents seemed to be dissatisfied with the SQ as per AHP analysis. The significant differences between the results of the two methods suggested that the approaches differed in terms of their capabilities in reflecting respondent opinions accurately.

Suggested Citation

  • Ji Cheng Zhu & Ramakrishnan Ramanathan & Usha Ramanathan, 2011. "Measuring Service Quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 8(4), pages 418-432.
    • Handle: RePEc:ids:ijsoma:v:8:y:2011:i:4:p:418-432
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=39662
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Untaru, Elena-Nicoleta & Han, Heesup, 2021. "Protective measures against COVID-19 and the business strategies of the retail enterprises: Differences in gender, age, education, and income among shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:8:y:2011:i:4:p:418-432. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.