The service quality of certification agencies on relationship quality

Science Research Management ›› 2011, Vol. 32 ›› Issue (3): 43-50 .

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The service quality of certification agencies on relationship quality

Zhang Suxian1,2, Su Qin1, Song Yongtao1, Cui Yanwu1

(1. School of Management, Xi′an Jiaotong University, Xi′an 710049, China;
2. School of Management, Xi′an University of Architecture and Technology, Xi′an 710055, China;
3. State Key Laboratory for Manufacturing Systems Engineering, Xi′an 710049, China;
4. The Key Lab of the Ministry of Education for Process Control and Efficiency Engineering, Xi′an 710049, China)

Received:2008-11-14 Revised:2010-01-06 Online:2011-03-27 Published:2011-04-15

Abstract

Abstract: Abstract: In the context of certification industry, the impacts of the service quality of certification agencies on relationship quality are studied. Based on four dimensions of service quality (process service capability, process interactive quality, potential service capability, and outcome quality) and three dimensions of relationship quality (cooperativity, adaptability and atmosphere of connection), the model of impacts of service quality of certification agencies on relationship quality is constructed. An empirical study involving 721 enterprises shows that process service capability and outcome quality have significant influence on the relationship quality, while process interactive quality and potential service capability have not significant impact on the relationship quality. Finally, some recommendations are proposed for certification agencies in order to improve their service quality and remain good relationship with their clients.

Key words: certification agency, service quality, relationship quality, empirical study

CLC Number:

F273.2

Zhang Suxian1,2, Su Qin1, Song Yongtao1, Cui Yanwu1

. The service quality of certification agencies on relationship quality[J]. Science Research Management, 2011, 32(3): 43-50 .

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The service quality of certification agencies on relationship quality

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