Developing a new key performance index for measuring service quality.
Jeh-Nan PanTzu-Chun KuoPublished in: Ind. Manag. Data Syst. (2010)
Keyphrases
- service quality
- customer satisfaction
- service providers
- electronic commerce
- online shopping
- user satisfaction
- information quality
- quality of service
- competitive environment
- call center
- index structure
- information systems
- competitive advantage
- job satisfaction
- decision support
- knowledge management
- expert systems
- decision making
- database
- customer loyalty
- incident management