A descriptive study: SERVQUAL dimensions in customer service
This study determines the applicability of the five-service dimension present in the SERVQUAL instrument in a customer service environment making use of e-mail namely: service dimensions tangible, reliability, responsiveness, assurance, and empathy. Three hundred ninety-nine randomly selected Intern...
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| Format: | text |
| Language: | English |
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Animo Repository
2002
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| Subjects: | |
| Online Access: | https://animorepository.dlsu.edu.ph/etd_masteral/2673 |
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| Institution: | De La Salle University |
| Language: | English |
| Summary: | This study determines the applicability of the five-service dimension present in the SERVQUAL instrument in a customer service environment making use of e-mail namely: service dimensions tangible, reliability, responsiveness, assurance, and empathy. Three hundred ninety-nine randomly selected Internet service provider subscribers who sent an e-mail requesting for customer service within a three-month period from January to March 2000 were used in the study. The study used a descriptive research design, and employed the following statistical tools: frequency distribution, percentage allocation, and z-tests large-sample test concerning difference between two means. The results showed that four of the five-service dimensions, reliability, assurance, responsiveness and empathy are applicable in a customer service environment. The study showed that service dimension tangible is not applicable in a customer service environment making use of e-mail. The study also highlighted the key service dimension at work in the said environment. The study answered the call for a service specific instrument, to measure service quality for the customer service environment making use of e-mail known as CUSTQUAL online. |
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