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.
| Original language | English |
|---|---|
| Pages (from-to) | 116-131 |
| Number of pages | 16 |
| Journal | Journal of Energy Engineering |
| Volume | 126 |
| Issue number | 3 |
| DOIs | |
| State | Published - Dec 2000 |
ASJC Scopus subject areas
- Civil and Structural Engineering
- Renewable Energy, Sustainability and the Environment
- Nuclear Energy and Engineering
- Energy Engineering and Power Technology
- Waste Management and Disposal