An empirical of service quality model from the viewpoint of management

This study discusses the major factors for the establishment of service quality models from the viewpoint of management, including the influence that different service encounters and company cultures have on service quality, and the influence of service quality on the attitude of consumers toward their perceived value in the future. Three hundred and fifty two IT companies with enterprises as their customers and 244 comprehensive travel agencies listed with the Tourism Bureau of Taiwan, Ministry of Transport and Communications, are selected as the research population of the study, and questionnaires are distributed to the managers of marketing-related departments of both industries for the survey. The fuzzy neural network model is used to verify assumptions that are derived from theories. The empirical research result indicates that the interpersonal service encounter has a higher performance than the technology-based service encounter in functional quality. The higher the difference in culture is, the higher the technical quality will be in performance than functional quality, while the lower the difference in culture is, the higher the functional quality will be in performance than technical quality. Improvement in service quality has a positive effect on the attitude of consumers toward the perceived value in the future. (C) 2006 Elsevier Ltd. All rights reserved.