|
|||||
|
|
Service Quality Gaps Analysis at SCECO-East, Saudi Arabia |
|
| Authors: | Osama Ahmed Jannadi Sadi Assaf Hamza M Maghraby Hamed A Al-Saggaf |
| Affiliation: | 11Prof. and Dean, Coll. of Envir. Des., King Fahd Univ. of Petr. and Minerals, Dhahran, Saudi Arabia.
22Prof., Constr. Engrg. Dept., King Fahd Univ. of Petr. and Minerals, Dhahran, Saudi Arabia. 33Prof., Electr. Engrg. Dept., King Fahd Univ. of Petr. and Minerals, Dhahran, Saudi Arabia. 44Superintendent, Engrg. and Constr. Sect., Saudi Consolidated Electric Co. in the Eastern Province, Saudi Arabia. |
| Abstract: | This research examines the Saudi Consolidated Electric Company in the Eastern Province, a typical service provider in Saudi Arabia in which service quality is of primary importance. Four gaps have an impact on the consumer's evaluation of service quality: consumer expectation-management perception, service quality specification, service performance, and external communication. The study revealed that Gap 3 (service performance) is more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. Frontline staff also agree that Gap 4 contributed to the problem (i.e., when delivery does not match the company's promises) but to a lesser degree than Gap 3. |
| Keywords: | |
