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Customer Perceived Service Quality

Wiik, Jessica and Järvinen, Juho (2006)
Department of Business Administration
Abstract
The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.
The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance. The literature... (More)
The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.
The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance. The literature review in this study concerns areas of strategic alliances, central concepts of service and service quality, which includes presentation of different dimensions through which the consumer perceived service quality can be measured. The data in empirical part was gathered trough in-depth interviews. The data was analysed firstly through grounded analysis method and afterwards the earlier proposed service quality dimensions were used as a base for further analysing, which leaded to results. The findings of our study indicate that service quality is a complex issue, which should be research through special set of dimensions pointed out in use of particular service setting. When measuring the service quality of an airline alliance five dimensions along with their subcategories were recognized to have an influence on customer perceived service quality of an airline alliance. Those dimensions were; tangible, reliability, responsiveness, empathy and price. (Less)
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author
Wiik, Jessica and Järvinen, Juho
supervisor
organization
year
type
H1 - Master's Degree (One Year)
subject
keywords
Strategic alliances, service, service quality, critical incident technique, customer perception, Management of enterprises, Företagsledning, management
language
Swedish
id
1350746
date added to LUP
2006-06-01
date last changed
2012-04-02 16:17:28
@misc{1350746,
  abstract     = {The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.
The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance. The literature review in this study concerns areas of strategic alliances, central concepts of service and service quality, which includes presentation of different dimensions through which the consumer perceived service quality can be measured. The data in empirical part was gathered trough in-depth interviews. The data was analysed firstly through grounded analysis method and afterwards the earlier proposed service quality dimensions were used as a base for further analysing, which leaded to results. The findings of our study indicate that service quality is a complex issue, which should be research through special set of dimensions pointed out in use of particular service setting. When measuring the service quality of an airline alliance five dimensions along with their subcategories were recognized to have an influence on customer perceived service quality of an airline alliance. Those dimensions were; tangible, reliability, responsiveness, empathy and price.},
  author       = {Wiik, Jessica and Järvinen, Juho},
  keyword      = {Strategic alliances,service,service quality,critical incident technique,customer perception,Management of enterprises,Företagsledning, management},
  language     = {swe},
  note         = {Student Paper},
  title        = {Customer Perceived Service Quality},
  year         = {2006},
}