Developing a service quality measuring framework for an environmental consulting company
Frempong, Priscilla (2017)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe201705226715
https://urn.fi/URN:NBN:fi-fe201705226715
Tiivistelmä
The provision of high service quality to customers have been proven to have a positive influence on a company’s growth, therefore it is essential for companies to measure the quality of services they offer to their customers. Based on this, the LCA Consulting Company has the interest in adopting a suitable measuring framework that will generate accurate findings to aid in restructuring the company’s model to fit the requirements of their clients.
Prior to this, the main aim of this research was to propose a framework that the LCA Consulting Company can use to measure their service quality level. Also, to recommend a suitable tool the company can use in collecting data, the type of questions to be formulated and also suitable analytical tools the company can use in interpreting gathered data. The study adopted the constructive method as its research design and used literature analysis and interview to answer the research questions. Literature Analysis was extensively used in the research.
In conclusion, a three-dimensional service quality measurement framework was recommended to the company. This framework passed Kasanen et. al. (1993)’s weak market test of validity thus its recommendation. Additionally, the use of questionnaires was recommended in the data collection process where a single item response scale including a one item response scale can be used in formulating the questions. The P-E approach and Dominance Analysis were the two analytical tools that were proposed to the company to analyse and interpret data. The findings reflect the business process of the company thus will generate quality information when used. Furthermore, it is considered as a general framework any environmental consulting company can employ.
Prior to this, the main aim of this research was to propose a framework that the LCA Consulting Company can use to measure their service quality level. Also, to recommend a suitable tool the company can use in collecting data, the type of questions to be formulated and also suitable analytical tools the company can use in interpreting gathered data. The study adopted the constructive method as its research design and used literature analysis and interview to answer the research questions. Literature Analysis was extensively used in the research.
In conclusion, a three-dimensional service quality measurement framework was recommended to the company. This framework passed Kasanen et. al. (1993)’s weak market test of validity thus its recommendation. Additionally, the use of questionnaires was recommended in the data collection process where a single item response scale including a one item response scale can be used in formulating the questions. The P-E approach and Dominance Analysis were the two analytical tools that were proposed to the company to analyse and interpret data. The findings reflect the business process of the company thus will generate quality information when used. Furthermore, it is considered as a general framework any environmental consulting company can employ.