scholarly journals ANALYSIS AND EVALUATION OF SERVICE QUALITY, QUALITY IMPROVEMENT – CASE STUDY

2018 ◽  
Vol 09 ◽  
pp. 92-102
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Analysis And Evaluation

Competitive service quality improvement (CSQI): a case study in the fast-food industry

2004 ◽  
Vol 4 (2) ◽  
pp. 75-84 ◽  
Author(s):  
Seok-hoon Lee ◽  
Yong-pil Kim ◽  
Nigel Hemmington ◽  
Deok-kyun Yun
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Fast Food ◽  
Food Industry ◽  
Fast Food Industry

Analysis and Evaluation of Reliability of Diesel Engine Based on Maintenance Records

2007 ◽  
Author(s):  
Yu Liu ◽  
Hong-Zhong Huang ◽  
Qiang Miao ◽  
Ming J. Zuo
Keyword(s):  
Quality Improvement ◽  
Diesel Engine ◽  
New Product ◽  
Important Process ◽  
Analysis And Evaluation ◽  
Engine Model ◽  
Engine System ◽  
Critical Components ◽  
Engine Reliability

Evaluating reliability and finding the critical components of a diesel engine system is a very important process in quality improvement and new product design. In this paper, a series of reliability indexes were applied in diesel engine reliability evaluation based on maintenance records. Several methods including life cycle distribution and FMEA (Failure Mode and Effects Analysis) were also presented. At the end, a diesel engine (Model 6108ZQ) was used as a case study.

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

Kybernetes ◽  
2019 ◽  
Vol 49 (10) ◽  
pp. 2419-2453 ◽  
Author(s):  
Serkan Altuntas ◽  
Semih Kansu
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Public Hospital ◽  
Failure Modes ◽  
Quality Measurement ◽  
Integrated Approach ◽  
Content Type ◽  
Integrated Methodology

Purpose The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement. Design/methodology/approach The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery. Findings A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice. Originality/value Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

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