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The Measurement of Quality of Service by Using Servqual Method (ME Thesis)

Ali Ahmed Koondhar 10MIEM01 Supervisor Prof. Dr. Abdul Sattar Jamali

The Measurement of Quality of Service by Using Servqual Method (ME Thesis) - QUEST 2018 - 45

ABSTRACT

Nowadays quality is a prominent factor for competition in every manufacturing and service organization. Japanese defined quality as customers satisfaction. This concept has been used by many business organizations. The service organizations especially facility management (FM) organizations are not much in numbers in the Pakistan as compared to other important for service providing organization especially to Facility Management Companies (FMC) to improve their service quality for their customers' satisfaction. In this research work the service quality of Asdar Adnan Associates (Pvt) Ltd, a Facility management Company was checked deeply. The performance of Facility management Company (FMC) was assessed by using SERVQUAL model. This research work assessed the 5 SERVQUAL factors i.e. tangible; reliability, responsiveness. assurance and empathy which were scored by using 7 point Scale. Further. it was observed from the results, that the Mean values for customer's Expected Service Quality (ESQ) level for FM Company was between 40% - 70%. similarly. The Standard Deviation (SD) values for the customer's expected service quality (ESQ) level for Facility Management Company was seen between 25% - 30%. The standard error (SE) values for the customer's expected service quality (EQ) from FM Company was observed between 2.2% - 2.7%. While the Mean value for performed service quality level for Facility Management Company (PSQ) was obtained as 30% - 48%. And Standard DeviationSD) values for the performance of FM Company (PSQ) was obtained as 20% - 23%. The standard error (SE) value for performed service quality (PSQ) level for FM Company was between
1.6% - 2.0°10.