A performance index approach to managing service quality

Abstract

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since performance of customer service directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a major concern for many firms. The new proposed index in this paper, the service performance index, involves observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results may in some degree be exposed to sampling errors and even lead to incorrect conclusions. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.

Citation

Yang, H. and Chen, K.S. (2000), "A performance index approach to managing service quality", Managing Service Quality: An International Journal, Vol. 10 No. 5, pp. 273-278. https://doi.org/10.1108/09604520010345759