Measuring service quality of supply chain with SERVQUAL

被引：2

作者：

Zhang, Songtao ^{[1
]}

Hou, Yanting ^{[1
]}

机构：

[1] School of Management, Harbin University of Commerce, Harbin

来源：

Information Technology Journal | 2013年 / 12卷 / 16期

关键词：

Cronbach-Alpha; Service quality; SERVQUAL scale; Supply chain;

D O I：

10.3923/itj.2013.3785.3787

中图分类号：

学科分类号：

摘要：

Taking an operational perspective on the supply chain industry, we examine the service quality by using SERVQUAL scale. To find SERVQUAL dimensions that are dominant in influencing service quality of supply chain, this study is conducted by using a set of questionnaire. Analyzing the data obtained by using Cronbach-Alpha method, the gap differences between customers' expected and perceived service are calculated. The results of this research showed that service offered by supply chain is lagging far behind customers' expectation, especially in reliability and responsiveness dimensions. This is the first time an effort has been made to measure the service quality in supply chain industry. This finding supports the generalizability of the supply chain industry in various operating contexts. © 2013 Asian Network for Scientific Information.

引用

页码：3785 / 3787

页数：2

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