Key factors of the successful elevation of service quality by the service industry

Abstract

With the continuous changes in the economic environment, the development of the service industry in Taiwan has been rapid and has become increasingly important. According to the industrial structure data and employment structure data from the Directorate General of Budget, Accounting and Statistics of the Executive Yuan, the service industry plays an important role in the economy and society of Taiwan. With the rapid development of the service industry, businesses are facing strong competitive pressure. Thus, the important directive for the management of businesses in the service industry is how to provide service quality that satisfies customers. This study used the analytic hierarchy process (AHP), together with the service quality concepts of Parasuraman, Zeithaml and Berry (1988), to construct a hierarchy model formed by the five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, to place service quality indicators according to hierarchy, structure, and quantity. Questionnaires were released to the directors of Wowprime Corp., in order to construct the service quality indicators and priority systems for the service industry. The research results showed that the priority values and the importance rankings of the five evaluated elements are reliability, assurance, responsiveness, tangibles, and empathy. The overall consistency results showed that amiability is most highly emphasized, followed by correct responses and promised service.