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Measuring the operational performance of a public transit company

Parkan, Celik - In: International Journal of Operations & Production Management 22 (2002) 6, pp. 693-720

This paper reports a study that was carried out to obtain comprehensive performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis. The computed...

Persistent link: https://www.econbiz.de/10014789574

The use of performance information in the management of service delivery

Wilson, Alan - In: Marketing Intelligence & Planning 18 (2000) 3, pp. 127-134

Reports on a programme of research undertaken to understand the manner in which leading service organisations develop, use and integrate measures of their outlets’ activities and performance. In particular, looks at the extent to which academic guidelines for adding value to performance...

Persistent link: https://www.econbiz.de/10014945750

Benchmarking measures of customer satisfaction, quality and performance for new financial service products

Edgett, Scott; Snow, Kim - In: Journal of Services Marketing 10 (1996) 6, pp. 6-17

Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking...

Persistent link: https://www.econbiz.de/10014905570

Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA

Ford, John B.; Joseph, Mathew; Joseph, Beatriz - In: Journal of Services Marketing 13 (1999) 2, pp. 171-186

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance...

Persistent link: https://www.econbiz.de/10014905637

Measuring Service Quality and Promoting Decentring

Webster, Calum; Hung, Li‐Chu - In: The TQM Magazine 6 (1994) 5, pp. 50-55

Presents two questionnaires for measuring service quality. Derived from the SERVQUAL instrument, they have been field tested on around 100 subjects. The adapted questionnaires are shorter and more flexible when compared with SERVQUAL. They may be used separately or in combination. One...

Persistent link: https://www.econbiz.de/10015033370

How personal advisors make a difference in serving “almost rich” bank customers

Wahlberg, Olof; Öhman, Peter; Strandberg, Christer - In: International Journal of Bank Marketing 34 (2016) 6, pp. 904-923

administered to customers of a major Swedish bank. Statistical analyses of the responses were performed. Findings Four service … or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with … the personal advisor influences customer satisfaction with the bank and vice versa. Originality/value The unexplored …

Persistent link: https://www.econbiz.de/10014760643

Kundenzufriedenheit, Dienstleistungsqualität und die Bedeutung einzelner Leistungsparameter: Das Beispiel des Lindner Congress Hotels Cottbus

Eckert, Marit; Brusch, Michael; Kölling, Christian - In: Zeitschrift für Tourismuswissenschaft 3 (2011) 1, pp. 81-88

Zusammenfassung In diesem Beitrag wird die Kundenzufriedenheit und die Dienstleistungsqualität zur Beurteilung des …

Persistent link: https://www.econbiz.de/10014624255

External customer satisfaction as a performance measure of the management of a research and development department

Hirons, Elizabeth; Simon, Alan; Simon, Clive - In: International Journal of Quality & Reliability Management 15 (1998) 8/9, pp. 969-987

The aim of this study was to determine whether customer satisfaction can be used as a reliable measure of the performance of the management of a research and development (R&D) department. A study of a research and development department of an Australian manufacturing company was undertaken in...

Persistent link: https://www.econbiz.de/10014801187

Performance measures and metrics in a supply chain environment

Gunasekaran, A.; Patel, C.; Tirtiroglu, E. - In: International Journal of Operations & Production Management 21 (2001) 1/2, pp. 71-87

Persistent link: https://www.econbiz.de/10014789482

TQM strategies in a developing economy

Osuagwu, Linus - In: Business Process Management Journal 8 (2002) 2, pp. 140-160

This study investigated the total quality management (TQM) strategies of Nigerian companies with regard to emphases on dimensions of TQM strategies, the impact of environmental factors on TQM strategies, and the empirical relations of TQM strategies, impact of environmental factors on TQM...

Persistent link: https://www.econbiz.de/10014687486

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