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Service Quality and Queue

By Chih-Chin Liang and Ying-Syuan Lu

Abstract

While active buyers can bring a firm stable income, their perceptions of service quality can help the firm improve its service. This investigation identifies five factors that influence service quality for queuing customers. This investigation also identifies the causality relationships among five factors that influence service quality. Tangibility and responsiveness should be foci for a service company hoping to change customer perceptions to service quality. Tangibility directly enhances responsiveness and assurance. Tangibility indirectly enhances reliability and empathy. Moreover, responsiveness enhances assurance and empathy. Responsiveness directly enhances reliability. Through enhancing responsiveness and tangibility, customers should develop good feelings regarding service quality

Topics: Service industry, waiting line, service quality., E-Commerce, Management Information Systems
Publisher: AIS Electronic Library (AISeL)
Year: 2014
OAI identifier: oai:aisel.aisnet.org:iceb2014-1043

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