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Integrating Service Quality Model in Quality Improvement: An Empirical Study of Employees Satisfaction for Hot Spring Industry

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Author(s): Shun-Hsing Chen

Journal: Information Technology Journal
ISSN 1812-5638

Volume: 11;
Issue: 5;
Start page: 658;
Date: 2012;
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Keywords: Employee satisfaction index | importance-satisfaction model (I-S model) | performance control matrix | service quality

ABSTRACT
The study addresses this deficiency by integrating the importance-satisfaction model (I-S Model) and the Performance Control Matrix (PCM) to provide a more comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument in Taiwanese hot spring industry using a questionnaire survey to assess importance and satisfaction in their capacity as internal customers of the industry. The study identifies quality attributes that require improvement then applies the Employee Satisfaction Index (ESI) to determine the priority of these items for improvement. The study demonstrates that the I-S Model and the PCM, taken together, provide an excellent measuring instrument for assessing priorities for quality improvement.

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