Measuring service quality of car maintenance

摘要：

The survey was based on SERVQUAL, a diagnostic tool developed in the 1980s, which measures service quality in terms of customer expectations and perceptions of service. This research paper focuses on the link between customer expectations and service quality. The survey results have provided information showing how the industry of car maintenance service can manage its service quality. The findings indicate that customers consistently rank reliability as the most important service dimension.

作者: Chia-Huei Wu Yu-Cheng Lee Yong-Chi Chang Sang-Bing Lin

作者单位: Dept.of Technology ManagementChung Hua UniversityDept.of International TradeTa Hwa Institue of Techn Dept.of Technology ManagementChung Hua UniversityHsinchu, Taiwan Dept.of Technology Management Chung Hua University Hsinchu, Taiwan Joint Credit Information Center Taipei, Taiwan

会议类型: 国际会议

会议名称: International Conference on Management and Service Science(2011年第五届管理与服务科学国际会议 MASS 2011)

会议地点: 武汉

会议语种:英文

页码: 1-4

在线出版日期: 2011-08-12（万方平台首次上网日期，不代表论文的发表时间）