A New Service Performance Index Based on Time Interval of Complaints

摘要

Customer satisfaction plays a key role in enterprises gaining a competitive advantage. Both industrial and academic fields are focusing increasing attention on finding proper methods to evaluate service performance. Because service performance is directly related to customer satisfaction, the effectiveness of the measurement methods used to evaluate service performance is the primary concern for numerous enterprises. This study replaced the concept of the number of customer complaints used in previous studies with the time interval of customer complaints, and proposed a new service performance index. Because this index must be obtained through sample estimation, the result may be influenced by sampling errors, or a wrong conclusion may even occur. Considering the sampling error, this study ascertained the uniformly minimum variance unbiased estimators (UMVUE) of the service performance index, and used it to develop a reliable testing process for service performance. This method may be used as a reference for the service industry to assess whether the performance of a certain service item and the overall performance of an enterprise meet a standard level.