文章基本信息

标题：Productivity and Service Quality: Factors Affecting in Service Industry
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作者：Serdar Durdyev ; Serdar Durdyev ; Ali Ihtiyar 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2014
卷号：109
页码：487-491
DOI：10.1016/j.sbspro.2013.12.494
语种：English
出版社：Elsevier
摘要：AbstractAs part of its aim, this study is going to identify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model was built through a statistical analysis conducted with the chosen factors. The results of the analysis indicate that the workforce cluster (e.g. skills and experiences of the workforce) and the work management cluster (e.g. communication between parties) have greater impact than the financial management cluster (e.g. reworks) and logistics (e.g. delivery on time). This research focuses on the qualitative perspective of customers on productivity and perceived service quality. Although the process of translating qualitative opinions into quantitative data is a matter for debate, the result of this research, when compared to other quantitative studies, can be used to establish a strategy and an action plan for managing productivity and perceived service quality. Finally, some recommendations have been provided for addressing key factors affecting productivity and perceived service quality in HIS in Turkey.
关键词：Productivity;Service Quality;Turkey;Home Improvement