Productivity and service quality: factors affecting in service industry

Abstract

As part of its aim, this study is going to identify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model was built through a statistical analysis conducted with the chosen factors. The results of the analysis indicate that the workforce cluster (e.g. skills and experiences of the workforce) and the work management cluster (e.g. communication between parties) have greater impact than the financial management cluster (e.g. reworks) and logistics (e.g. delivery on time). This research focuses on the qualitative perspective of customers on productivity and perceived service quality. Although the process of translating qualitative opinions into quantitative data is a matter for debate, the result of this research, when compared to other quantitative studies, can be used to establish a strategy and an action plan for managing productivity and perceived service quality. Finally, some recommendations have been provided for addressing key factors affecting productivity and perceived service quality in HIS in Turkey.