| contributor author | Osama Ahmed Jannadi | |
| contributor author | Sadi Assaf | |
| contributor author | Hamza M. Maghraby | |
| contributor author | Hamed A. Al-Saggaf | |
| date accessioned | 2017-05-08T20:32:32Z | |
| date available | 2017-05-08T20:32:32Z | |
| date copyright | December 2000 | |
| date issued | 2000 | |
| identifier other | %28asce%290733-9402%282000%29126%3A3%28116%29.pdf | |
| identifier uri | http://yetl.yabesh.ir/yetl/handle/yetl/19100 | |
| description 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. | |
| publisher | American Society of Civil Engineers | |
| title | Service Quality Gaps Analysis at SCECO-East, Saudi Arabia | |
| type | Journal Paper | |
| journal volume | 126 | |
| journal issue | 3 | |
| journal title | Journal of Energy Engineering | |
| identifier doi | 10.1061/(ASCE)0733-9402(2000)126:3(116) | |
| tree | Journal of Energy Engineering:;2000:;Volume ( 126 ):;issue: 003 | |
| contenttype | Fulltext | |
