A descriptive study: SERVQUAL dimensions in customer service

• Main Author: Pineda, Earl Vincent M.
• Format: text
• Language: English
• Published: Animo Repository 2002
• Subjects: Customer service; Marketing > Key accounts; Selling; Service industries > Marketing; Marketing
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/2673
• Institution: De La Salle University

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.