Skip to main content
SpringerLink
Log in

The Evaluation of Residents’ Perceived Supply Service Quality Based on Fuzzy-IPA: An Empirical Study

  • Conference paper
  • First Online:
Proceedings of the Fifteenth International Conference on Management Science and Engineering Management (ICMSEM 2021)

Part of the book series: Lecture Notes on Data Engineering and Communications Technologies ((LNDECT,volume 78))

Abstract

Based on the perceived service quality theory, by combining fuzzy comprehensive evaluation method and importance-performance analysis, the study has established the evaluation index system for the residents’ perceived power-supply service quality across seven dimensions, including general service, staff quality, business hall service, 95598 service, field service, smart grid service and DSM services. The empirical research obtains the actual situation of residents’ perceived power-supply service quality through conducting survey, determines the index weight by Delphi method and analytic hierarchy process, then analyzes the outcome by IPA model.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 259.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 329.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Budianto, A.: Customer loyalty: Quality of service 3, 299–305 (2019)

    Google Scholar 

  2. Chen, J.: Evaluation model of service quality of power supply enterprises and empirical study. J. Shenyang Inst. Eng. 1, 89–91 (2005). (in Chinese)

    Google Scholar 

  3. Cronin, J.J., Taylor, S.A.: Measuring service quality - a reexamination and extension. J. Mark. 56(3), 55–68 (1992)

    Article  Google Scholar 

  4. Grnroos, C.: Strategic Management and Marketing in Service Sector. Swedish School of Economics and Administration, Helsinki, Finland (1982)

    Google Scholar 

  5. Grnroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36–44 (1984)

    Article  Google Scholar 

  6. Gronroos, C.: Service quality: the six criteria of good perceived service quality. Rev. Bus. 9(3), 10–13 (1988)

    Google Scholar 

  7. Hansen, E., Bush, R.J.: Understanding customer quality requirements: model and application. Ind. Mark. Manag. 28(2), 119–130 (1999)

    Article  Google Scholar 

  8. Hanssen, T.E.S., Mathisen, T.A.: Exploring the attractiveness of a Norwegian rural higher education institution using importance-performance analysis. Scand. J. Educ. Res. 62(1), 68–87 (2018)

    Article  Google Scholar 

  9. Hong, Z., Su, Q.: Study of research of service quality management. Manag. Rev. 24(7), 152–163 (2012). (in Chinese)

    Google Scholar 

  10. Li, X., Yang, S.: Research on assessment method for power supply service quality. Power Syst. Technol. 28(12), 34–38 (2004). (in Chinese)

    MathSciNet  Google Scholar 

  11. Martilla, J.A., James, J.C.: Importance-performance analysis. J. Mark. 41(1), 77–79 (1977)

    Article  Google Scholar 

  12. Matzler, K., Sauerwein, E., Heischmidt, K.: Importance-performance analysis revisited: the role of the factor structure of customer satisfaction. Serv. Ind. J. 23(2), 112–129 (2003)

    Article  Google Scholar 

  13. Miranda, S., Tavares, P., Queir, R.: Perceived service quality and customer satisfaction: a fuzzy set QCA approach in the railway sector. J. Bus. Res. 89, 371–377 (2017)

    Google Scholar 

  14. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A conceptual model of service quality and its implications for future research. Rev. Bus. 49(4), 41–50 (1985)

    Google Scholar 

  15. Parasuraman, A., Berry, L.L., Zeithaml, V.A.: Refinement and reassessment of the SERVQUAL scale. J. Retail. 67(8), 1463–1467 (1991)

    Google Scholar 

  16. Rezaei, J., Kothadiya, O., et al.: Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tour. Manag. 66, 85–93 (2018)

    Article  Google Scholar 

  17. Robert, J., Janelle, H,: Exploring the relationship between perception and performance: priorities for action. Serv. Ind. J. 18(1), 101–112 (1998)

    Google Scholar 

  18. Shieh, J.I., Huang, K.K., Wu, H.H.: Service quality evaluation of a geriatric long-term care: a combination of SERVQUAL model and importance-performance analysis. J. Stat. Manag. Syst. 22(5), 829–843 (2019)

    Google Scholar 

  19. Zeng, M., Wang, H., et al.: Research on comprehensive evaluation of power supply service based on customer satisfaction and operation flows. Electric Power Technol. Econ. 19(2), 57–60 (2007). (in Chinese)

    Google Scholar 

Download references

Acknowledgements

The article is the research achievement of Project entitled “The Rural Governance Dilemma and Solutions in Response to Crisis like COVID-19” (Project No. SR20A06) funded by Sichuan Provincial Philosophy and Social Sciences Key Research Base Social Development and Social Risk Control Research Center.

Author information

Authors and Affiliations

  1. School of Public Administration, Sichuan University, Chengdu, 610065, People’s Republic of China

    Xinyan Zou, Yun Wang, Min Wu & Roger Colin Shouse

  2. College of Education, The Pennsylvania State University, State College, USA

    Roger Colin Shouse

  3. Faculty of Business, University of Prince Edward Island, Charlottetown, Canada

    Zihan Hu

Authors
  1. Xinyan Zou
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Yun Wang
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Min Wu
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Roger Colin Shouse
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Zihan Hu
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Zihan Hu .

Editor information

Editors and Affiliations

  1. Business School, Sichuan University, Chengdu, China

    Jiuping Xu

  2. University of Castilla-La Mancha (UCLM), Ciudad Real, Ciudad Real, Spain

    Fausto Pedro García Márquez

  3. World Academy of Sciences, Trieste, Italy

    Mohamed Hag Ali Hassan

  4. Academy of Sciences of Moldova, Chisinau, Moldova

    Gheorghe Duca

  5. Institute of Systems Control, Azerbaijan National Academy of Sciences, Baku, Azerbaijan

    Asaf Hajiyev

  6. Department of Industrial Engineering, Gazi University, Ankara, Turkey

    Fulya Altiparmak

Rights and permissions

Reprints and permissions

Copyright information

© 2021 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Zou, X., Wang, Y., Wu, M., Shouse, R.C., Hu, Z. (2021). The Evaluation of Residents’ Perceived Supply Service Quality Based on Fuzzy-IPA: An Empirical Study. In: Xu, J., García Márquez, F.P., Ali Hassan, M.H., Duca, G., Hajiyev, A., Altiparmak, F. (eds) Proceedings of the Fifteenth International Conference on Management Science and Engineering Management. ICMSEM 2021. Lecture Notes on Data Engineering and Communications Technologies, vol 78. Springer, Cham. https://doi.org/10.1007/978-3-030-79203-9_20

Download citation

Publish with us

Policies and ethics

Search

Navigation