Evaluating the service quality of funeral home services using P-C-P attributes model  

Oleh:

Chen, Chi-Kuang ; Zelaya, Fernando ; Tsai, Cheng-Ho ; Shie, An-Jin

Jenis: Article from Proceeding
Dalam koleksi: International Symposium of Quality Management (ISQM) - Thinking in Quality: The Change and the Unchanged in the Economic Turmoil (Taipei, 6-7 November 2009), page 1-13.
Topik: funeral home; service quality; P-C-P attributes model; service industry
Fulltext: A2-05.pdf (777.4KB)

Isi artikel

The purpose of this paper is to develop a service quality measurement scale for the funeral home service industry. Funeral home services play an important role in our society; however it did not receive much attention in academic research regarding how its service quality is able to improve. In this paper, P-C-P model proposed by Philip and Hazlett (1997) is employed as the conceptual framework. Furthermore, the results showed that total of 32 critical factors in six dimensions of funeral home services were identified. Finally, based on the results the P-C-P model main propose is to show that the Pivotal factors have a higher relative weight and was further discussed in the following.

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