Title :
Measuring perceptions and expectations of service quality
Author :
Schuler, John L.
Author_Institution :
Advanced Micro Devices, Sunnyvale, CA, USA
Abstract :
The author describes a method of generating a set of survey questions for measuring the perceptions and expectations of service quality of goods and services flowing between units in a semiconductor manufacturing company. The results are presented in a graphical form that assists interpretation and discussion. In addition, the alignment of goals and objectives between the supplier and customer units can be determined
Keywords :
electronics industry; integrated circuit manufacture; maintenance engineering; quality control; alignment of goals and objectives; customer units; expectations of service quality; graphical form; perceptions measurement; questionnaire; semiconductor manufacturing company; service quality of goods; service quality of services; set of survey questions; supplier units; Acceleration; Books; Environmental economics; Industrial economics; Manufacturing industries; Manufacturing processes; Production; Productivity; Pulp manufacturing; Semiconductor device manufacture;
Conference_Titel :
Semiconductor Manufacturing Science Symposium, 1991. ISMSS 1991., IEEE/SEMI International
Conference_Location :
Burlingame, CA
Print_ISBN :
0-7803-0027-0
DOI :
10.1109/ISMSS.1991.146274
