Title

Closing The User And Provider Service Quality Gap

Abstract

A method for measuring service quality called SERVQUAL, that includes both the user and IS service provider perspectives, is discussed. The tool provides an informative assessment, which offers a direction for improvement based on the sign associated with the gap measure. Given a more complete picture of the service quality behavior within the firm, organizations can negotiate metric measures using pre-project partnering activities to achieve consonance. An implementation of the framework employs a service strategy implementation towards the goal of closing the satisfaction gap, and thus provides the organization with a competitive edge.

Publication Date

2-1-2003

Publication Title

Communications of the ACM

Volume

46

Issue

2

Number of Pages

72-76

Document Type

Review

Personal Identifier

scopus

DOI Link

https://doi.org/10.1145/606272.606276

Socpus ID

0142180653 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0142180653

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