Measuring customers' perceptions of service quality

A model of telephone service quality from the customer's perspective and a systematic approach to its measurement are discussed. Because the proposed model is designed from the customer perspective and uses a scientific process to assess the quality of the model, it provides an effective way to integrate the voice of the customer into every phase of a business. Examples from the telecommunications industry are used to show the effectiveness of this model in pinpointing service problems and uncovering opportunities for improving service. >