A descriptive study: SERVQUAL dimensions in customer service

Date of Publication

2002

Document Type

Master's Thesis

Degree Name

Master of Science in Marketing

Subject Categories

Marketing

College

Ramon V. Del Rosario College of Business

Department/Unit

Marketing and Advertising

Thesis Adviser

Jaime Ong

Defense Panel Chair

Leonardo Garcia, Jr.

Defense Panel Member

Benison Cu
Luisa Chua

Abstract/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.

Abstract Format

html

Language

English

Format

Print

Accession Number

TG03267

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

141 leaves ; 28 cm.

Keywords

Customer service; Marketing--Key accounts; Selling; Service industries--Marketing

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