Book chapter
К Вопросу об измерении и контроле качества транспортных услуг
С. 368-382.
In this study, nine methods for measuring indirect importance are compared on the basis of their discriminatory power and stability. To the best knowledge of the authors, the stability of results obtained with different methods is assessed for the first time. The deficiencies of an existing criterion for assessing diagnosticity are pointed out and a modified version suggested. The empirical comparison is based on two real-world datasets from the ecommerce industry. Even though none of the methods appeared to be the best according to both criteria simultaneously, there seem to be grounds for recommending the theoretically sound Shapley value decomposition of R-square if stability and discrimination are about equally important for a decision maker, while negative contributions are undesirable.
The paper discusses "soft" and "hard" approaches to the study, measurement, and improvement of medical services quality, presents the GAP model of medical service quality and its criteria. Drawing on two empirical studies, the author considers the technology and technique of two approaches to measuring services quality - SERVQUAL and SQI - in context of medical services and offers valuable managerial recommendations. Keywords: service quality, criteria of service quality, Gap model of service quality, Nordic school, SERVQUAL method, SQI method.
The paper examines the issues of customer satisfaction measurements with charter airline services based on the case of Russian tourists traveling to Spain. The basic approaches to customer satisfaction measurement in service industry were analyzed. The survey of 786 passengers was conducted. The results of the study can be used in service quality control management in airline service industry