Control Scheme for the Service Quality

This research constructs a novel quality control scheme for monitoring the service quality. Providing high-quality services can enhance company’s productivity and strengthen its competitiveness. Due to the diversity of service operation, measuring and monitoring the service quality becomes very difficult. PZB’s SERVQUAL is a commonly used scale to measure the service quality. The SERVQUAL scale has been shown to measure five underlying dimensions with 22 quality elements. After a questionnaire investigation, the collected information of service quality is often not monitored continually. If the service quality has variation, there will be no way for immediate correction. Precise instruments for measuring quality and accomplishing quality control have been developed and widely used in the manufacturing sector. The quality control chart is one of the commonly used tools of statistical process control for on-line control. Applying the control chart in the service quality can improve the control effect. In this work, the Ridit analysis is used to transform the collected data, which are mostly in Likert-scale, and to find the priority of quality elements. Some more important elements can be selected for the construction of control chart.