Author(s)

Jih-Kuang Chen ¹

Affiliation(s)

¹ Economics & Management College, Zhaoqing University, Zhaoqing, 526061, China

Corresponding Author

ABSTRACT

SERVQUAL has been widely applied in the domain of service quality measurement, but there have also been some arguments raised. However, an issue is less proposed to discuss, that is, the gap score only calculated by central tendency, i.e. mean, but variation tendency is not involved, i.e. standard deviation. Such variation concepts have been applied widely to the quality management of manufactory industries, and demonstrate fully its’ essentiality and effectiveness. Hence, this paper proposes an extended ZOT analysis method, it involve the variation tendency into SERVQUAL to measure service quality, and via the integrate with the concept of Zone of Tolerance, then adopt process capability index to replace the traditional ZOT analysis which is mean based, therefore increase the measuring precision. Furthermore, through a case study to compare the traditional ZOT analysis with the Extended ZOT analysis, thus demonstrate its’ validity.

KEYWORDS

CITE THIS PAPER

Jih-Kuang Chen, An Extended Zone of Tolerance Method to Measure Service Quality. Journal of Sociology and Ethnology (2022) Vol. 4: 86-93. DOI: http://dx.doi.org/10.23977/jsoce.2022.040118.

REFERENCES

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