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Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison

  • Ji Cheng Zhu
    ,
  • Ram Ramanathan
    ,
  • Usha Ramanathan
Research Output:
Contribution to journal
Article
 Peer-review

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.

Publication Information

Output type

Research Output:
Contribution to journal
Article
 Peer-review

Original language

English

Pages from-to (Number of pages)

Pages 418-432

Journal (Volume, Issue Number)

International Journal of Services and Operations Management (Volume 8, Issue 4)

Publication milestones

  • Published - 14/04/2011

Publication status

Published - 14/04/2011

ISSN

1744-2370

Publication IDs

  • handle.net: 10547/295121
  • Scopus: 79954503848

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