Integrating service quality evaluation model to improve employees' satisfaction for high-tech iindustry

This study addresses the deficiency research of service quality by integrating the importance–satisfaction model (I-S model) and the performance control matrix to provide a more comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument in a Taiwanese high-tech industry by using a questionnaire survey of production-line employees to assess importance and satisfaction in their capacity as internal customers of the company. The study thus identifies and prioritizes quality attributes that require improvement. The findings are significant for service providers because they take into account: (i) the relative importance of quality attributes; (ii) the relative satisfaction level of these attributes; and (iii) the resources available for improvement. The study demonstrates that the I-S model and the performance control matrix, taken together, provide an excellent measuring instrument for assessing priorities for quality improvement. © 2011 Wiley Periodicals, Inc. © 2012 Wiley Periodicals, Inc.

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