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
- Department of Electronics and Communication Engineering, Bengal Institute of Technology and Management, Santiniketan, P. O. Doranda, West Bengal, Pin-731236, India.
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.
Keywords
- Empathy
- Innovative power
- Responsiveness
- Servperf
- Servqual
- Servqual-MA
How to 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. https://doi.org/10.7763/IJIMT.2010.V1.20
Copyright & License
Copyright © 2010 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).