This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/02635579710173239. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/02635579710173239. When citing the article, please cite: Chang Chung Li, Tsong Shin Sheu, Yuh Ren Wang, (1997), “Some thoughts on the evolution of quality engineering”, Industrial Management & Data Systems, Vol. 97 Iss: 4, pp. 153 - 157.
Chang Chung Li, Tsong Shin Sheu and Yuh Ren Wang
Recently, Taguchi methods have become very popular among industries worldwide. Begins by reviewing the past discussion on quality engineering from viewpoints of Taguchi himself…
Abstract
Recently, Taguchi methods have become very popular among industries worldwide. Begins by reviewing the past discussion on quality engineering from viewpoints of Taguchi himself, practitioners and academic scholars. The weakness of Taguchi’s approach in quality engineering is not in the statistical analysis aspect. Posits that, on the contrary, it provides a way of thinking that emphasizes a philosophy of freely using the methods of design of experiments to solve engineering problems. States that, in this regard, quality engineering will be further empowered via the aid of various engineering techniques. Proposes, based on these kind of thoughts, two directions for evolution of quality engineering.
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Houn‐Gee Chen, Julie Yu‐Chih Liu, Tsong Shin Sheu and Ming‐Hsien Yang
Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is…
Abstract
Purpose
Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.
Design/methodology/approach
The authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.
Findings
The results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.
Research limitations/implications
The impact of FAIRSERV on customer satisfaction should be emphasized. Future studies examining the impact of service quality on customer satisfaction should incorporate the concept or instruments of fair service as a major contributor.
Practical implications
The results imply that financial institutions must carefully implement policies and practices to ensure that perceptions of fairness are propagated throughout the organization.
Originality/value
The paper proposes a complementary component to service quality in determining the perceived value and satisfaction. The paper emphasizes the significance of fairness on service, and provides additional insights into the impacts of FAIRSERV on customer satisfaction.