Evaluation of Service Quality Gaps in Traditional Appliance Retail using Cause-and-Effect Matrix and Service Failure-mode-and-Effect Analysis Techniques with Case Studies

Evaluation of Service Quality Gaps in Traditional Appliance Retail using Cause-and-Effect Matrix and Service Failure-mode-and-Effect Analysis Techniques with Case Studies

With the advent of the new retail era, the traditional home appliance retail market is at a critical stage of transformation. The practical problem is the lack of understanding the consumers' psychological needs leading to gaps in service quality. In this study, a new service gap index was prop...

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Bibliographic Details
Main Authors: Chien-Chih Wang, Michael Lin
Format: Article
Language:English
Published: UIKTEN 2020-05-01
Series:TEM Journal
Subjects:
critical-to-quality
process analysis
questionnaire analysis
service quality
Online Access:http://www.temjournal.com/content/92/TEMJournalMay2020_792_797.pdf

Internet

http://www.temjournal.com/content/92/TEMJournalMay2020_792_797.pdf

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