• ISSN: 2010-0248 (Print)
    • Abbreviated Title: Int. J. Innov.  Manag. Technol.
    • Frequency: Quarterly
    • DOI: 10.18178/IJIMT
    • Editor-in-Chief: Prof. Jin Wang
    • Managing Editor: Ms. Nancy Y. Liu
    • Abstracting/ Indexing: Google Scholar, CNKI, Ulrich's Periodicals Directory,  Crossref, Electronic Journals Library.

    • E-mail: editor@ijimt.org

    • Article Processing Charge: 500 USD
HOME > Archive > 2010 > Volume 1 Number 1 (Apr. 2010) >
IJIMT 2010 Vol.1(1): 106-109  ISSN: 2010-0248
DOI: 10.7763/IJIMT.2010.V1.20

A Novel Service Quality Measurement Method with Minimum Attributes (SERVQUAL-MA) of a Service Industry Involving Human Interactions

Pijush Kanti Bhattacharjee
Monika Ciesielkiewicz1,*, Claire F. Bonilla2, and Carlos Olave-Lopez-de-Ayala3 1. School of Education, Computense Unversity of Madrid, Spain 2. Department of Computer Science, UDIMA—Universidad a Distancia de Madrid, Spain 3. School of Ecomomics, University of Valencia, Spain Email: monikacies@gmail.com(M.C.); clairefbonilla@gmail.com(C.F.B.); carolode@alumni.uv.es(C.O.-L.A.) *Corresponding author

Abstract—Service quality assessment is the most important parameter for a service firm. The measurement of service quality has become a difficult task due to inherent peculiarities and fluctuations regarding human service involved. Several researchers has tried to ensure solution for service quality measurement using normal scaling technique like Likert scale, Ordinal scale etc., but they have not yet succeeded to develop the essence of service quality in a real time basis. In this paper,I propose a solution for measuring service quality in an industry or organization having human and machine services by considering the most important three attributes like responsiveness, empathy and innovative power of the involved human beings in a real time basis.

Index Terms—Empathy, Innovative power, Responsiveness,Servperf, Servqual, Servqual-MA.

Pijush Kanti Bhattacharjee is an Assistant Professor in the Department of Electronics and Communication Engineering, Bengal Institute of Technology and Management, Santiniketan, P. O. Doranda, West Bengal, Pin-731236, India. He was an Ex Assistant Director in the Department of Telecommunications (DoT), Government of India, India. He has possessed vast working experience in the field of Telecommunications including Mobile Communications, VLSI, Management etc during last 29 years.(phone: +91-33-25954148, email: pijushbhatta_6@hotmail.com)

[PDF]

Cite: Pijush Kanti Bhattacharjee, " A Novel Service Quality Measurement Method with Minimum Attributes (SERVQUAL-MA)of a Service Industry Involving Human Interactions," International Journal of Innovation, Management and Technology vol. 1, no. 1, pp. 106-109, 2010.

PREVIOUS PAPER
Network Analyzer Development: Independent Data, OPNET Simulation Tool and Real Network Comparison
NEXT PAPER
Last page
Copyright © 2010-2024. International Journal of Innovation, Management and Technology. All rights reserved.
E-mail: ijimt@ejournal.net
Published by International Association of Computer Science and Information Technology (IACSIT Press)