Title: Optimising service quality translating via quantitative quality function deployment

Authors: Hadi Akbarzade Khorshidi; Seyed Reza Hejazi

Addresses: Department of Industrial & Systems Engineering, Isfahan University of Technology, Esteghlal Square, 84156-83111 Isfahan, Iran ' Department of Industrial & Systems Engineering, Isfahan University of Technology, Esteghlal Square, 84156-83111 Isfahan, Iran

Abstract: This study aims to create a model to use internal measures for service quality evaluation. Using internal measures provides continuous (daily) service quality measurement and faster improvement efforts allocation, we find them more applicable and useful for service quality measurement. This paper demonstrates that using SERVQUAL lonely cannot be efficient, so we need some new improvements. This study proposes a model that can use internal measures for continuous and more effective evaluation. The quality function development method is used for translating customer expectation to internal measures. SERVQUAL dimensions or statements are employed as customer expectation that they are perceived by SERVQUAL questionnaire. Moreover, this paper tries to optimise this translation by a mixed integer linear programming mathematical model. This model can optimise the service quality translation to enrich the internal evaluation with customer opinions. Finally, the proposed model is employed for optimising the evaluation of the train’s internal service quality.

Keywords: service quality; customer expectations; internal measures; quality function deployment; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; quality translation; quality evaluation; continuous measurement; MILP; mixed integer linear programming; mathematical models; internal evaluation; customer opinions; trains; railways; services; standards.

DOI: 10.1504/IJSS.2011.043636

International Journal of Services and Standards, 2011 Vol.7 No.2, pp.169 - 180

Published online: 27 Feb 2015 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article