The Measurement of Quality of Service by Using Servqual Method (ME Thesis) (Record no. 62674)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02417nam a2200145Ia 4500 |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Personal name | Ali Ahmed Koondhar |
| -- | 10MIEM01 |
| -- | Supervisor Prof. Dr. Abdul Sattar Jamali |
| 245 #4 - TITLE STATEMENT | |
| Title | The Measurement of Quality of Service by Using Servqual Method (ME Thesis) |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher | QUEST |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Year of publication | 2018 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | 45 |
| 500 ## - GENERAL NOTE | |
| General note | ABSTRACT<br/><br/>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 <level ped countries like, Malaysia, Singapore and USA. However. less in number in Pakistan yet service providing organizations have to face many challenges for their survival, growth. Therefore, it is very<br/>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<br/>1.6% - 2.0°10.<br/><br/><br/><br/><br/><br/><br/><br/><br/><br/> <br/> |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Department of Mechanical Engineering |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://tinyurl.com/3ajbdbmf |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Thesis and Dissertation |
| Withdrawn status | Lost status | Home library | Current library | Date acquired | Accession Number | Koha item type |
|---|---|---|---|---|---|---|
| Research Section | Research Section | 22/10/2018 | MP/34-376 | Thesis and Dissertation | ||
| Research Section | Research Section | 26/02/2019 | MP/38-403 | Thesis and Dissertation |