There has been an increasing drive to improve total quality management of manufactured products internationally in recent years. This has resulted in many improvements in the quality and management of quality in New Zealand firms. Research was carried out in New Zealand to compare the opinions...

Describes an investigation, in different types of services, of relationships between customers’ perception of service quality, and the importance which customers attach to elements of the service package. The scale for measuring service quality, SERVQUAL, which was discussed in Part 2 of this...

The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant...

Given the rapidly changing profile of travellers, in terms of their nationality, this study investigates Asian and Western travellers’ perceptions about the service quality of Hong Kong hotels. Using a principal component factor analysis with a VARIMAX rotation technique, this study identifies...

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction, measuring service performance that attempts to assess...

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process...

Quality function deployment (QFD) is a structured approach to seek out customers, understand their needs, and ensure that their needs are met. QFD is probably the most important management tool developed to assure quality in new or improved products and services. As with any other tool, the...

Companies are expected to achieve a high level of customer satisfaction in order to outperform their competitors. Many companies focus on how they themselves can do better to meet their customers’ needs. However, they may not be aware that they can best satisfy their customers by teaming up...

Although the applications of grey system theory have been prosperous in the engineering field, there are very few applications to the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the...

To achieve higher operating performance, many enterprises have implemented customer satisfaction (CS) activities. However, after collecting massive amounts of data, most enterprises still cannot make effective CS decisions. There are two factors involved in the difficulty in CS decisions. When...