The Relationship Between the Hotel Rating System, Service Quality Improvement, and Hotel Performance Changes: A Canonical Analysis of Hotels in Thailand

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

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IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

Journal of Management and Business ◽

10.24123/jmb.v15i1.38 ◽

2018 ◽

Vol 15 (1) ◽

Author(s):

Fino Wahyudi Abdul ◽

Nining Purwatmini

Keyword(s):

Quality Improvement ◽

Service Quality ◽

Waiting Time ◽

Call Center ◽

Sigma Level ◽

First Time ◽

The Relationship ◽

Dmaic Method ◽

Service Blueprint

AbstractCustomer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer serviceKeywords: service quality, lean, DMAIC, service blueprint, sigma level

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