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Total Quality Management & Business Excellence Volume 22, 2011 - Issue 9: From Value Creation to Customer Satisfaction, Loyalty and Brand Equity (Guest Editor: Su Mi Dahlgaard-Park)
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Original Articles

Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach

Ming-Chun Tsai Department of Business Administration, Chung Hua University, Hsin-Chu, TaiwanCorrespondence[email protected]
,
Lu-Fang Chen Department of Technology Management, Chung Hua University, Hsin-Chu, Taiwan, Republic of China; The Center of General Education, Minghsin University of Science and Technology, Hsin-Chu, Taiwan, Republic of China
,
Ya-Hui Chan Department of Technology Management, Chung Hua University, Hsin-Chu, Taiwan, Republic of China
&
Shu-Ping Lin Department of Technology Management, Chung Hua University, Hsin-Chu, Taiwan, Republic of China
Pages 941-956 | Published online: 06 Sep 2011

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Read on this site (11)

Thomas J. Aicher, Bob Heere, Michael A. Odio & Jeffery M. Ferguson. (2023) Looking beyond performance: understanding service quality through the importance-performance analysis. Sport Management Review 26:3, pages 448-470.
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Ming-Chun Tsai, Shu-Ping Lin & Ching-Chan Cheng. (2022) A comprehensive quality improvement model: integrating internal and external information. Total Quality Management & Business Excellence 33:5-6, pages 548-565.
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Weng-Kun Liu, Yueh-Shian Lee & Li-Mei Hung. (2017) The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research 20:2, pages 146-162.
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Ziqiong Zhang, Qiang Ye, Haiyan Song & Ting Liu. (2015) The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth. Current Issues in Tourism 18:5, pages 450-464.
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Ching-Chan Cheng, Ming-Chun Tsai & Shu-Ping Lin. (2015) Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis. Total Quality Management & Business Excellence 26:3-4, pages 415-429.
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Cheng-Ta Chen, Ching-Chan Cheng & Fu-Sung Hsu. (2015) GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants. Total Quality Management & Business Excellence 26:3-4, pages 355-367.
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Yuri Borgianni & Federico Rotini. (2015) Towards the fine-tuning of a predictive Kano model for supporting product and service design. Total Quality Management & Business Excellence 26:3-4, pages 263-283.
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Tainyi (Ted) Luor, Hsi-Peng Lu, Kang-Min Chien & Tzong-Chen Wu. (2015) Contribution to quality research: a literature review of Kano's model from 1998 to 2012. Total Quality Management & Business Excellence 26:3-4, pages 234-247.
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Zili Zhang, Minghui Jiang & Xiangyang Li. (2013) Refining the relationship between attribute performance and customer satisfaction in the Chinese hospitality industry. Total Quality Management & Business Excellence 24:11-12, pages 1364-1375.
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Jan-Peter Nicklas, Nadine Schlüter & Petra Winzer. (2013) Integrating customers' voice inside network environments. Total Quality Management & Business Excellence 24:7-8, pages 980-990.
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Hongyi Sun, Pei-Lee Teh & Anron Chiu. (2012) An empirical study on the websites service quality of Hong Kong small businesses. Total Quality Management & Business Excellence 23:7-8, pages 931-947.
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Articles from other publishers (5)

Tien-Hsiang Chang, Kuei-Ying Hsu, Hsin-Pin Fu, Ying-Hua Teng & Yi-Jhen Li. (2022) Integrating FSE and AHP to Identify Valuable Customer Needs by Service Quality Analysis. Sustainability 14:3, pages 1833.
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Karen Byrd, Alei Fan, EunSol Her, Yiran Liu, Barbara Almanza & Stephen Leitch. (2021) Robot vs human: expectations, performances and gaps in off-premise restaurant service modes. International Journal of Contemporary Hospitality Management 33:11, pages 3996-4016.
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Ruifeng Yu, Jacky Y. K. Ng, Alan H. S. Chan & Yifan Tian. 2019. Advances in Usability, User Experience and Assistive Technology. Advances in Usability, User Experience and Assistive Technology 683 696 .
Ekta Duggal & Harsh V. Verma. (2017) Deconstructing Retail Service Quality in India. Paradigm 20:2, pages 143-158.
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Qingliang Meng, Xiaochao Wei & Wen Meng. (2016) A Decision Method to Maximize Service Quality under Budget Constraints: The Kano Study of a Chinese Machinery Manufacturer. Scientific Programming 2016, pages 1-12.
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