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Service Quality Measurement in the SCTP Case Study

This article explores the evaluation of service quality in the context of the SCTP case study, including multidimensional quality measures and the link between various categories of service quality. It also discusses the use of different quality measures in the areas of process, customer perspective, financial aspects, and human resources.

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Service Quality Measurement in the SCTP Case Study

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  1. Some thoughts on service quality measurementThe SCTP case study Álvaro Costa, Sofia Pinto, Jorge Freire de Sousa

  2. Service quality management • Evaluation of service quality considering the nature of the service provided • (conformance to requirements and perceived service quality) • The use of multidimensional quality measures • (proposal of a set of categories of quality measures)

  3. The service quality measures Quality Measures on the Process Quality Measures the Customer perspective Other Measures Other Measures Other Measures Financial Quality Measures Quality Measures on the Human Resources Other Measures (Pinto, 2003)

  4. The link between the categories of service quality Profit / Quality costs Poor quality costs Financial measures (-) (+/-) Customer measures (+) Customer satisfaction Rate of failure/error (-) Process measures Average length of service (-) Average waiting time (-) Employee suggestions (+) Employee satisfaction Human Resources measures (+) (adapted from Kaplan & Norton, 1996)

  5. Operations – process of acquisition of buses

  6. Marketing - the travel cards selling network process

  7. Organizational development - the workflow process

  8. Conclusions • The case - transport operator focused on service quality improvement (centred on the customer) • Identification of areas to improve (driven by strategic plan) • For each area, the identification of set of measures to continuously evaluate quality performance (customers, processes, HR, financial) • Modernization, along with some cultural changes… ……. successful experience

  9. Thank you!

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