Hi Joao,
Not really what you are looking for but can have a quick look while waiting for better answers to come.
Please refer to the following paper for a summary of the service quality models, see pp. 935-938:
- Seth, N., Deshmukh, S. G. and Vrat, P. (2005) Service quality models: a review, International Journal of Quality and Reliability Management, 22, 9, pp. 913-949.
Some examples:
The GAP model (SERVQUAL)
- Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 4, pp. 41-50.
- Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality Journal of Retailing, 64, 1, pp. 12-37.
Retail service-quality scale (RSQS )
- Dabholkar, P. A., Thorpe, D. I. and Rentz, J. O. (1996) A measure of service quality for retail stores: Scale development and validation, Journal of the Academy of Marketing Science, 24, 1, pp. 3-16.
Service quality, customer value, and customer satisfaction model:
- Oh, H. (1999) Service quality, customer satisfaction, and customer value: A holistic perspective, Hospitality Management, 18, 1, pp. 67-82.
Internal service quality DEA model
- Soteriou, A. C. and Stavrinides, Y. (2000) An internal customer service quality data envelopment analysis model for bank branch, International Journal of Bank Marketing, 18, 5, pp. 246-252.
The Perceived Service-Quality (PSQ) Model
- Grönroos, C. (1984) A service quality model and its marketing implications, European Journal of Marketing, 18, 4, pp. 36-44.
Tourism planning model
- Sautter, E. T. and Leisen, B. (1999) Managing stakeholders - A tourism planning model, Annals of Tourism Research, 26, 2, pp. 312-328.
Synthesised model of service quality
- Brogowicz, A. A., Delene, L. M. and Lyth, D. M. (1990) A synthesised service quality model with managerial implications, International Journal of Service Industry Management, 1, 1, pp. 27-45.
Tour operator’s service-quality-evaluation model
- Śimkus, A. and Pilelienė, L. (2012) Tour Operator's Service Quality Evaluation Model, Management of Organizations: Systematic Research, 61, 7, pp. 101-114.
Hi, Kym and Kenneth!!!
Thanks for the contributions, will be useful in my searches.
If you are intereted in perceptions of relationship quality in services see also RELQUAL and similar, for example:
http://wrap.warwick.ac.uk/6769/
https://www.sciencedirect.com/science/article/abs/pii/S014829630400061X
https://www.emeraldinsight.com/doi/abs/10.1108/02651331011076581?journalCode=imr
Hi, ALex!!!
The RELQUAL scale is interesting for research in order to evaluate the quality of relationships.
Excellent indication, thank you.
It depends on the context of your study, so pick up the instrument that best fit with the context
Thanks Ahmed!!!
Certainly the methodology and instrument to be used depends in particular on the context to be studied.
Have you seen the "Journal of Service Theory and Practice"? There are occasionally papers on the subject of service quality there.
There are many methods and standardized mechanisms for QoS and QoE estimation for communications and computational services (if you are interested we can take offline).
Y(J)S
QoS is a very broad aspect and is generally common within the multimedia community. There is no standard rule as to which can be the best options for QoS evaluation. In fact, ITU has many different techniques for QoS/QoE evaluation. I guess, you have to select the best method depending upon your research context. If you are interested in the ITU perspectives can have a look in to the following article that tries to summarize their efforts.
Article A Survey of Standardized Approaches towards the Quality of E...
I´d advise the use of IPA, Importance Performance Matrix
Or SERVPERF if you already know what are he relevant attributes for your customers.
Thank you all for the contributions.
I intend to delve deeper into these suggested methods.
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