Why Non Verbal Communication Is Importance

4940 WordsMay 7, 201320 Pages
Analysing the Use of the SERVQUAL Model to Measure Service Quality in Specific-Industry Contexts Mr. Tameem Al Bassam PhD Researcher tameem.albassam@brunel.ac.uk Information Systems Evaluation and Integration Group (ISEing) Brunel Business School Brunel University Uxbridge, UB8 3PH Middlesex UK Phone: +44 (0) 1895266025 Dr. Sarmad Al Shawi Lecturer sarmad.alshawi@brunel.ac.uk Information Systems Evaluation and Integration Group (ISEing) Brunel Business School Brunel University Uxbridge, UB8 3PH Middlesex UK Phone: +44 (0) 1895266025 Analysing the Use of the SERVQUAL Model to Measure Service Quality in Specific-Industry Contexts The survival of any organisation in a highly competitive environment depends on its ability to provide…show more content…
As a result, Ladhari (2008, p. 68) stated that “It has been suggested that industryspecific measures of service quality might be more appropriate than a single generic scale”. This argument was supported by Dabholkar et al. (1996, p. 14) who stated that “It appears that a measure of service quality across industries is not feasible; therefore, future research on service quality should involve the development of industry-specific measures of service quality”. Ladhari (2008) reported that in recent years, more attention was paid by researchers and scholars toward the development of an alternative industry-specific research instruments for measuring service quality. Consequently, a number of industry-specific research instruments have been developed in the past several years in different service settings and various countries and cultural backgrounds. 2. Research Approach Saunders et al. (2007, p. 610) defined research as "the systematic collection and interpretation of information with a clear purpose, to find things out". The key issue when choosing a correct research methodology approach to examine and explore a particular research problem is the suitability of the selected method to accomplish and address the research objectives. Quantitative research, qualitative research, and mixed research methodologies are the main methodological approaches used in most academic research. Each approach has its advantages and limitations
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