Service Quality Gaps Analysis at SCECO-East, Saudi Arabia
Publication: Journal of Energy Engineering
Volume 126, Issue 3
Abstract
This research examines the Saudi Consolidated Electric Company in the Eastern Province, a typical service provider in Saudi Arabia in which service quality is of primary importance. Four gaps have an impact on the consumer's evaluation of service quality: consumer expectation-management perception, service quality specification, service performance, and external communication. The study revealed that Gap 3 (service performance) is more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. Frontline staff also agree that Gap 4 contributed to the problem (i.e., when delivery does not match the company's promises) but to a lesser degree than Gap 3.
Get full access to this article
View all available purchase options and get full access to this article.
References
1.
Cronin, J. J., and Taylor, S. A. ( 1992). “Measuring service quality: A reexamination and extension.” J. Marketing, 56(3), 55–68.
2.
Ghobadian, A., Speller, S., and Jones, M. ( 1994). “Service quality concepts and models.” Int. J. Quality and Reliability Mgmt., 11(9), 43–66.
3.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. ( 1985). “A conceptual model of service quality and its implications for future research.” J. Marketing, 49, 4–50.
4.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. ( 1994). “Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research.” J. Marketing, 58, 111–124.
5.
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. ( 1988). “Communication and control processes in the delivery of service quality.” J. Marketing, 52, 35–48.
6.
Zeithaml, V. A., Parasuraman, A., and Berry, L. L. ( 1985). “Problems and strategies in service marketing.” J. Marketing, 49, 33–46.
Information & Authors
Information
Published In
Journal of Energy Engineering
Volume 126 • Issue 3 • December 2000
Pages: 116 - 131
History
Received: Jul 15, 1999
Published online: Dec 1, 2000
Published in print: Dec 2000
Authors
Metrics & Citations
Metrics
Citations
Download citation
If you have the appropriate software installed, you can download article citation data to the citation manager of your choice. Simply select your manager software from the list below and click Download.