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Keywords: Gap analysis
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2010) 22 (5): 499–515.
Published: 24 August 2010
... service quality attributes and different demographic variables. Findings The result indicated that the Fuzzy linguistic scale is higher than the Likert scale in terms of reliability in the measurement. Moreover, through gap analysis and ANOVA, a better focus was achieved on the 8th, 10th, 14th, 21st...
Journal Articles
Journal:
The TQM Journal
The TQM Journal (2008) 20 (5): 488–501.
Published: 22 August 2008
... satisfaction and integrates it with gap analysis (GA) through S/N ratio to develop a modified IPA model. A Taiwan air‐conditioning manufacturer maintenance and repair service is illustrated to demonstrate the method. Findings According to the test case, the modified IPA model obtained more reliable results...
