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Revised SERVQUAL Analysis Method for the Service Quality

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DOI: 10.38007/Proceedings.0000154

Author(s)

Jih-Kuang Chen

Corresponding Author

Jih-Kuang Chen

Abstract

It has been used widely in the measurement of service quality by SERVQUAL since its introduction, but in the past some studies have proposed the shortcomings of its measurement method. This study proposed applying the Mahalanobis distance method to measure the gap values for dimensions. The advantage is that the variance and correlation of elements can be incorporated into the measurement to get more accurate results. Through the case study, the analysis and comparison of the results of Mahalanobis distance method and the traditional method are adopted to verify the feasibility of the new method, and more accurate results can be provided.

Keywords

Revised SERVQUAL; quality of service; Mahalanobis distance