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- W2107917088 abstract "Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can bedefined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase thedemand for that product or service at a fixed price’ and can best be measured by capturing customerperceptions of the performance of those characteristics.Customising the SERVPERF methodology to measure service quality in a business-to-business context andsubsequently testing it on both customers and suppliers of cleaning, catering and security services, theresearch led to a number of important and valuable insights concerning the service quality construct in abusiness-to-business environment.First, service quality in relation to cleaning, catering and security services consists of nine clear dimensions:reliability, clout, reputation, awareness, competitiveness, collaboration, accessibility, competence andassurance. The nine-dimensional construct identified shows high reliability and good validity in statisticalterms.Furthermore, eight of the nine service quality dimensions are strongly or moderately yet significantly related tocustomer perceived service quality and customer satisfaction - clout being the exception. The same eightdimensions are significantly, but moderately related to purchase intention - suggesting that that there might beother constructs important in making a purchase decision (e.g. the costs of service delivery).Third, relating the nine service quality dimensions to the financial performance of supplier organisations, it wasidentified that six of the nine dimensions have significant relationships with one or more of the ten financialperformance measures investigated - reliability, accessibility and competence being the exceptions.Finally, it was identified that customer organisations have significantly lower perceptions of the service qualitythey receive than do supplier organisations for competitiveness, collaboration, accessibility and competence.Moreover, customer perceived performance is significantly lower than customer perceived importance foreight of the nine service quality dimensions.For customer organisations, the empirical findings can be used to develop a framework of Service QualityIndicators, which can be used for monitoring and benchmarking service quality perception. For supplierorganisations, the findings can be used for resource-allocation decisions pertaining to improve service quality,customer satisfaction and ultimately purchase intentions.It should be noted that the research is exploratory in nature and has only begun to address the many issuesthat are important in the management of business support services, but the questions addressed - what qualitydimensions are important for customer satisfaction and what quality dimensions are important for supplierperformance - are arguably among the most important in service quality management." @default.
- W2107917088 created "2016-06-24" @default.
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- W2107917088 date "2010-04-28" @default.
- W2107917088 modified "2023-09-26" @default.
- W2107917088 title "Service quality indicators for business support services" @default.
- W2107917088 hasPublicationYear "2010" @default.
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