SERVICE QUALITY ROBUST DESIGN BY THE INTEGRATION OF TAGUCHI EXPERIMENTS AND SERVQUAL APPROACH IN A TRAVEL AGENCY

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

SHAHIN ARASH; JANATYAN NASSIBEH

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: PRODUCTION AND OPERATIONS MANAGEMENT Year:2011 | Volume:2 | Issue:1 (2) Page(s): 83-106

Download Full-Text

Persian Verion

View:

1,090

Download:

Cites:

Information Journal Paper

Title

SERVICE QUALITY ROBUST DESIGN BY THE INTEGRATION OF TAGUCHI EXPERIMENTS AND SERVQUAL APPROACH IN A TRAVEL AGENCY

Author(s)

SHAHIN ARASH | JANATYAN NASSIBEH | Issue Writer Certificate

Keywords

ROBUST DESIGNQ2

SERVICE QUALITYQ2

TAGUCHI DESIGN OF EXPERIMENTSQ2

GAPQ2

SERVQUAL APPROACHQ2

Abstract

The main purpose of this research is to address how ROBUST DESIGN of SERVICE QUALITY dimensions can be obtained. Designing SERVICE QUALITY system by ROBUST DESIGN can result in determination of optimum levels of SERVICE QUALITY dimensions. Literature review indicates that studies have been mostly concentrated on determination of SERVICE QUALITY dimensions and their relationship with customer satisfaction. In this investigation, SERVICE QUALITY ROBUST DESIGN has been conducted by the integration of TAGUCHI DESIGN OF EXPERIMENTS and SERVQUAL APPROACH in Iran Travel Agency. For this purpose, five basic dimensions of SERVICE QUALITY, i.e. reliability, responsiveness, assurance, empathy, tangibles and price have been assumed as control factors. Response factor has been defined as two alternatives of the sum of customer expectations and the sum of SERVICE QUALITY GAPs. Noise factor has not been considered in this study. The advantage of this approach compared to classic approaches of design of experiments is the simultaneous improvement of mean value and standard variation. Signal to noise ratio (S/N) has been computed and the desired mix of the levels of SERVICE QUALITY dimensions has been determined, respectively. Comparing the two sets of findings can assist the agency in analyzing the cost of attracting new customers and retaining regular customers.

Cites

No record.

References

No record.

Cite

APA: Copy

SHAHIN, ARASH, & JANATYAN, NASSIBEH. (2011). SERVICE QUALITY ROBUST DESIGN BY THE INTEGRATION OF TAGUCHI EXPERIMENTS AND SERVQUAL APPROACH IN A TRAVEL AGENCY. PRODUCTION AND OPERATIONS MANAGEMENT, 2(1 (2)), 83-106. SID. https://sid.ir/paper/385041/en

Vancouver: Copy

SHAHIN ARASH, JANATYAN NASSIBEH. SERVICE QUALITY ROBUST DESIGN BY THE INTEGRATION OF TAGUCHI EXPERIMENTS AND SERVQUAL APPROACH IN A TRAVEL AGENCY. PRODUCTION AND OPERATIONS MANAGEMENT[Internet]. 2011;2(1 (2)):83-106. Available from: https://sid.ir/paper/385041/en

IEEE: Copy

ARASH SHAHIN, and NASSIBEH JANATYAN, “SERVICE QUALITY ROBUST DESIGN BY THE INTEGRATION OF TAGUCHI EXPERIMENTS AND SERVQUAL APPROACH IN A TRAVEL AGENCY,” PRODUCTION AND OPERATIONS MANAGEMENT, vol. 2, no. 1 (2), pp. 83–106, 2011, [Online]. Available: https://sid.ir/paper/385041/en

Related Journal Papers