Title: A framework for service quality improvement in multi-stage processes

Authors: Sheila Roy; Indrajit Mukherjee

Addresses: Shailesh J. Mehta School of Management, IIT Bombay, Mumbai 400076, India ' Shailesh J. Mehta School of Management, IIT Bombay, Mumbai 400076, India

Abstract: The purpose of this research is to develop an integrative framework for identifying and prioritising process improvement opportunities in a multi-stage service operation with the objective of improving quality perception. The proposed framework identifies important perceptual elements in the process and links the abstract nature of service quality perception with the operational measures (e.g., delivery time) of actual process performance. The proposed framework looks beyond customer SQ perception scores and analyses the actual performance of the process alongside customer perception in a multi-stage service process. The framework recommends that the customer perception of service quality and process performance are to be measured and analysed simultaneously for any process improvements. The applicability of the framework is verified by using a real-life case on customer service request and the service delivery process. Ordinal logistic regression is used to determine the process improvement priorities. The case study findings provide evidence and critical insight into the linkage of customer perception of service quality with operational measures of actual process performance.

Keywords: service operations; service quality improvement; multi-stage operations; ordinal logistic regression; importance-performance analysis; IPA; process improvement; multi-stage services; quality perception; delivery time; customer perceptions; process performance.

DOI: 10.1504/IJSOM.2015.069380

International Journal of Services and Operations Management, 2015 Vol.21 No.2, pp.150 - 174

Published online: 14 May 2015 *

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