IJIMT 2010 Vol.1(1): 106-109  ISSN: 2010-0248
DOI: 10.7763/IJIMT.2010.V1.20

A Novel Service Quality Measurement Method with Minimum Attributes (SERVQUAL-MA) of a Service Industry Involving Human Interactions

Pijush Kanti Bhattacharjee

Abstract—Service quality assessment is the most important parameter for a service firm. The measurement of service quality has become a difficult task due to inherent peculiarities and fluctuations regarding human service involved. Several researchers has tried to ensure solution for service quality measurement using normal scaling technique like Likert scale, Ordinal scale etc., but they have not yet succeeded to develop the essence of service quality in a real time basis. In this paper,I propose a solution for measuring service quality in an industry or organization having human and machine services by considering the most important three attributes like responsiveness, empathy and innovative power of the involved human beings in a real time basis.

Index Terms—Empathy, Innovative power, Responsiveness,Servperf, Servqual, Servqual-MA.

Pijush Kanti Bhattacharjee is an Assistant Professor in the Department of Electronics and Communication Engineering, Bengal Institute of Technology and Management, Santiniketan, P. O. Doranda, West Bengal, Pin-731236, India. He was an Ex Assistant Director in the Department of Telecommunications (DoT), Government of India, India. He has possessed vast working experience in the field of Telecommunications including Mobile Communications, VLSI, Management etc during last 29 years.(phone: +91-33-25954148, email: pijushbhatta_6@hotmail.com)

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Cite: Pijush Kanti Bhattacharjee, " A Novel Service Quality Measurement Method with Minimum Attributes (SERVQUAL-MA)of a Service Industry Involving Human Interactions," International Journal of Innovation, Management and Technology vol. 1, no. 1, pp. 106-109, 2010.

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