Title :
Measuring customer´s perceptions of service quality in the 90´s
Author :
Dong, H.K. ; Devlin, Susan J. ; Ebede, Chiogu
Author_Institution :
Bellcore, Piscataway, NJ, USA
Abstract :
A model of service quality is presented which is based on the customer´s perspective and a systematic approach to measuring that perspective. Experiences from the telecommunications industry show that this research approach allows for verification of the model and assessment of the validity of the measures. In addition, the results yield actionable data that pinpoint problems and uncover opportunities for improving service
Keywords :
measurement; telecommunication services; customer perceptions measurement; research; service improvement; service quality; telecommunications industry; Communication industry; Customer satisfaction; Measurement standards; Multidimensional systems; Postal services; Telephony; Testing; Writing;
Conference_Titel :
Communications, 1991. ICC '91, Conference Record. IEEE International Conference on
Conference_Location :
Denver, CO
Print_ISBN :
0-7803-0006-8
DOI :
10.1109/ICC.1991.162247
