DocumentCode
1714230
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
fYear
1991
Firstpage
1455
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Communications, 1991. ICC '91, Conference Record. IEEE International Conference on
Conference_Location
Denver, CO
Print_ISBN
0-7803-0006-8
Type
conf
DOI
10.1109/ICC.1991.162247
Filename
162247
Link To Document