Abstract
This study develops a model to construct three quantitative indices for service capabilities from the customer perspective. The concept is derived from process capability indices which have been widely used to measure process capability and performance in manufacturing. This model expands their use in services by incorporating Taguchi’s quadratic loss function, zone of tolerance, and three-factor theory. To demonstrate the efficacy of the proposed indices, a case study of a telecom business was performed to assist the case firm in realizing the service capability of key factors for improving future service quality.
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Appendix
Appendix
Questionnaire used for the case study
This survey ascertains your perception of service performance of the ISP relative to your expectations. Please consider the two different levels of expectations as follows:
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Adequate service level the minimum level of service performance acceptable to you.
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Desired service level the level of service performance you desire.
For each of the following service items, please indicate
- (a):
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Your adequate service level by checking one of the numbers in the first column;
- (b):
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Your desired service level by checking one of the numbers in the second column;
- (c):
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Your perception of ISP service performance by checking one of the numbers in the third column
Service factors | My adequate service level | My desired service level | My perception of service performance |
|---|---|---|---|
Low High | Low High | Low High | |
1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 | |
Tangibles Physical facilities, equipment, appearance of personnel | |||
Q1: Maintain stable quality web function | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q2: Receptionists have a neat appearance | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q3: Provide online service that is user friendly | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q4: Provide a comfortable environment for waiting customers in service counter | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Reliability Ability to perform the promised service consistently and accurately | |||
Q5: Personnel working on your problem were able to understand it clearly even though not able to resolve it immediately | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q6: Perform the services correctly the first time | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q7: Provide consistent services | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q8: Clearly explain charges related to service | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q9: Provide quality service based on my needs | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Responsiveness Willingness to help customers and provide prompt service | |||
Q10: Employees have high adaptability | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q11: Provide prompt service | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q12: Follow up service questions regarding personal satisfaction with problem resolution | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q13: Provide convenient service hours | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Assurance Knowledgeable and courteous employees and their ability to inspire trust and confidence | |||
Q14: Fully understand my demands | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q15: Employees have knowledge to answer my questions | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q16: Inform me when services will be performed | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q17: Assure users of confidentiality of personal information | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Empathy Caring, individualized attention given to customers | |||
Q18: Provide individual service according to my demands | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q19: Courteous manners while managing complaints | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
Q20: Provide recommendations based on my interests | □ □ □ □ □ | □ □ □ □ □ | □ □ □ □ □ |
In general, how satisfied are you with overall service performance? | □ □ □ □ □ | ||
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Yu, KT. A measurement model for service capability from the customer perspective. Serv Bus 7, 563–582 (2013). https://doi.org/10.1007/s11628-012-0180-8
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DOI: https://doi.org/10.1007/s11628-012-0180-8