Songtao Zhang
School of Management, Harbin University of Commerce, Harbin, Heilongjiang, 150028, China
Yanting Hou
School of Management, Harbin University of Commerce, Harbin, Heilongjiang, 150028, China
ABSTRACT
To assess service problems faced in the supply chain industry, this paper attempts to introduce SERVQUAL scale to measure service quality. According to the characteristics of supply chain industry, an evaluation theory model of service quality is constructed, together with 22 indexes within five dimensions for measurements. The study concludes the range of application for each dimension. From a managerial perspective, the SERVQUAL scale is useful for assessing service quality in the supply chain industry.
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How to cite this article
Songtao Zhang and Yanting Hou, 2013. A SERVQUAL Model for Assessment of Service Quality in Supply Chain. Information Technology Journal, 12: 3472-3475.
DOI: 10.3923/itj.2013.3472.3475
URL: https://scialert.net/abstract/?doi=itj.2013.3472.3475
DOI: 10.3923/itj.2013.3472.3475
URL: https://scialert.net/abstract/?doi=itj.2013.3472.3475
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