Application of Correlation Coefficient in Assessment Model for Service Quality

Obviously service industry has become the most important industry in the present industrial structure with highest production value. For enterprises, how to elevate the quality of all the services provided so as to increase customer satisfaction thus is crucial. First, investigation is conducted in this paper through the scale of SERVQUAL questionnaire in customer satisfaction with each service element and total satisfaction; the correlation coefficient between satisfaction with each service element and total satisfaction is used to define an Influence Index, which is used, in combination with Service Satisfaction Index, to construct Performance Evaluation Matrix (PEM) for service quality as an important tool of measuring and analyzing service quality. The Improvement Ranking Index is further established to assist the business operators in evaluating the most economic decision in quality improvement given limited resources and competitive environment.