Productivity and service quality: factors affecting in service industry

As part of its aim, this study is going to identify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model was built through a statistical ana...

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Main Authors: Durdyev, Serdar, Ihtiyar, Ali, Ismail, Syuhaida, Sh. Ahmad, Fauziah
Format: Article
Published: Elsevier Ltd. 2014
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Online Access:http://eprints.utm.my/id/eprint/62346/
http://dx.doi.org/10.1016/j.sbspro.2013.12.494
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Institution: Universiti Teknologi Malaysia
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spelling my.utm.623462017-06-06T08:35:19Z http://eprints.utm.my/id/eprint/62346/ Productivity and service quality: factors affecting in service industry Durdyev, Serdar Ihtiyar, Ali Ismail, Syuhaida Sh. Ahmad, Fauziah T Technology As part of its aim, this study is going to identify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model was built through a statistical analysis conducted with the chosen factors. The results of the analysis indicate that the workforce cluster (e.g. skills and experiences of the workforce) and the work management cluster (e.g. communication between parties) have greater impact than the financial management cluster (e.g. reworks) and logistics (e.g. delivery on time). This research focuses on the qualitative perspective of customers on productivity and perceived service quality. Although the process of translating qualitative opinions into quantitative data is a matter for debate, the result of this research, when compared to other quantitative studies, can be used to establish a strategy and an action plan for managing productivity and perceived service quality. Finally, some recommendations have been provided for addressing key factors affecting productivity and perceived service quality in HIS in Turkey. Elsevier Ltd. 2014 Article PeerReviewed Durdyev, Serdar and Ihtiyar, Ali and Ismail, Syuhaida and Sh. Ahmad, Fauziah (2014) Productivity and service quality: factors affecting in service industry. 2nd World Conference on Business, Economics and Management, 109 . pp. 487-491. ISSN 1877-0428 http://dx.doi.org/10.1016/j.sbspro.2013.12.494 DOI:10.1016/j.sbspro.2013.12.494
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic T Technology
spellingShingle T Technology
Durdyev, Serdar
Ihtiyar, Ali
Ismail, Syuhaida
Sh. Ahmad, Fauziah
Productivity and service quality: factors affecting in service industry
description As part of its aim, this study is going to identify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model was built through a statistical analysis conducted with the chosen factors. The results of the analysis indicate that the workforce cluster (e.g. skills and experiences of the workforce) and the work management cluster (e.g. communication between parties) have greater impact than the financial management cluster (e.g. reworks) and logistics (e.g. delivery on time). This research focuses on the qualitative perspective of customers on productivity and perceived service quality. Although the process of translating qualitative opinions into quantitative data is a matter for debate, the result of this research, when compared to other quantitative studies, can be used to establish a strategy and an action plan for managing productivity and perceived service quality. Finally, some recommendations have been provided for addressing key factors affecting productivity and perceived service quality in HIS in Turkey.
format Article
author Durdyev, Serdar
Ihtiyar, Ali
Ismail, Syuhaida
Sh. Ahmad, Fauziah
author_facet Durdyev, Serdar
Ihtiyar, Ali
Ismail, Syuhaida
Sh. Ahmad, Fauziah
author_sort Durdyev, Serdar
title Productivity and service quality: factors affecting in service industry
title_short Productivity and service quality: factors affecting in service industry
title_full Productivity and service quality: factors affecting in service industry
title_fullStr Productivity and service quality: factors affecting in service industry
title_full_unstemmed Productivity and service quality: factors affecting in service industry
title_sort productivity and service quality: factors affecting in service industry
publisher Elsevier Ltd.
publishDate 2014
url http://eprints.utm.my/id/eprint/62346/
http://dx.doi.org/10.1016/j.sbspro.2013.12.494
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