I'm doing a research about Service Quality and Customer Satisfaction of a power utility company. I'm only concentrating on residential (domestic) customers. I will use SERVQUAL as my research instrument. Do you think a Quantitative research method is the best fit for this study? And if you can guide me, how should I employ this method?
SERVQUAL is a model, which is designed to measure service quality. Based on a factor analysis, five constructs where identified (reliability, assurance, tangibles, empathy, responsiveness). These construct could be serve as independent variables in a multiple regression analysis (customer satisfaction is the dependent variable). In my opinion, this model is fine for such a research.
Best,
Harry
Is quantitative research the best method to use when studying Service Quality and Customer Satisfaction?
Generally I saw SERVQUAL being used in many quantitative research pertaining to Service Quality, Customer Satisfaction etc. However, whether to embark on quantitative, qualitative or mixed method is depending on your research problem, research objective(s) & research question(s).
Quantitative or mixed method is suitable, but it depends on your research problem, research objectives and research questions.
Thanks very much for your effort gentlemen.
Mr. Ping Fung and Hameed, here are my research questions, do you think they are quantitative?
1. What are customers’ expectations of service quality provided by NamPower?
2. What are customers’ perceptions of service quality provided by NamPower?
3. Are customers satisfied with service quality provided by NamPower?
*NamPower is the electricity company in Namibia
- Badges
- Science topic
- Similar topics
- Instrumentation Engineering
- Instruments