DocumentCode
2938425
Title
Measuring customers´ perceptions of service quality
Author
Dong, H.K. ; Devlin, Susan J. ; Ebede, Chiogu
Author_Institution
Bellcore, Piscataway, NJ, USA
fYear
1991
fDate
2-5 Dec 1991
Firstpage
1753
Abstract
A model of telephone service quality from the customer´s perspective and a systematic approach to its measurement are discussed. Because the proposed model is designed from the customer perspective and uses a scientific process to assess the quality of the model, it provides an effective way to integrate the voice of the customer into every phase of a business. Examples from the telecommunications industry are used to show the effectiveness of this model in pinpointing service problems and uncovering opportunities for improving service
Keywords
telecommunication services; telephony; customer perspective; measurement; model; service problems; telecommunications industry; telephone service quality; Communication industry; Companies; Current measurement; Customer satisfaction; Fluid flow measurement; Measurement standards; Multidimensional systems; Personnel; Telephony; Writing;
fLanguage
English
Publisher
ieee
Conference_Titel
Global Telecommunications Conference, 1991. GLOBECOM '91. 'Countdown to the New Millennium. Featuring a Mini-Theme on: Personal Communications Services
Conference_Location
Phoenix, AZ
Print_ISBN
0-87942-697-7
Type
conf
DOI
10.1109/GLOCOM.1991.188663
Filename
188663
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