Improving service quality using performance indexes

The purpose of this article is to demonstrate a method that can identify service attributes to improving service quality using service performance index. In particular, the problems of multicollinearity and whether all relevant attributes are included in the index are considered in the partial least squares method, and a service improvement score to identifying the improving priorities for each service attribute is also devised in this paper. For illustrating the method, we give an example of constructing an index based on actual data surveyed from the customers of an international shipping company and highlight the procedures used to assess its quality.