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Journal cover: Managing Service Quality

Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Measuring and managing service quality: integrating customer expectations


Document Information:
Title:Measuring and managing service quality: integrating customer expectations
Author(s):Marco Antonio Robledo, (Marco Antonio Robledo is Titular Professor in the Business and Economics Department of the University of the Balearic Islands, Palma, Spain.)
Citation:Marco Antonio Robledo, (2001) "Measuring and managing service quality: integrating customer expectations", Managing Service Quality, Vol. 11 Iss: 1, pp.22 - 31
Keywords:Airlines, Customer care, Measurement, Service quality
Article type:Research paper
DOI:10.1108/09604520110379472 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.



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