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Assessing service quality dimensions: a study of the construction supplier industry in Thailand

Journal Article


Abstract


  • Service quality dimensions are well-established within Western countries.

    However, there is limited evidence that these dimensions occur in Asian

    countries. According to Hofstede (2010), Western countries are low in power

    distance index, uncertainty avoidance index and long-term orientation, and high

    in masculinity and individualism. Asian countries are high in power distance

    index, uncertainty avoidance index and long-term orientation; and low in

    individualism and masculinity. Reciprocity and social bonds have been shown to

    be more important in Thai business-to-business (B2B) supplier selection. This

    paper aims to assess the service quality dimensions in the Thai construction

    supplier industry: whether the traditional service quality measurement is valid in

    the construction industry in Thailand, and what dimensions comprise service

    quality in the context of the Thai construction material supply business. 261 selfadministered

    questionnaire surveys are analysed. Only Thai speakers were

    interviewed. The results show that the service quality scale applies to the

    construction supplier industry in Thailand. This paper reinforces the importance of

    service quality dimensions across cultures and the applicability of the service

    quality scale in an Eastern culture. Thus, managers can improve their service

    strategy development in order to increase sales volume. The findings contribute

    to service quality theory and its application in different cultures, especially in

    Thailand. Further studies can be done in other Asian countries that have their

    own unique characteristics.

Publication Date


  • 2010

Citation


  • Kattiyapornpong, U. & Limsiritong, K. (2010). Assessing service quality dimensions: a study of the construction supplier industry in Thailand. TMC Academic Journal, 5 (1), 23-34.

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/2195

Number Of Pages


  • 11

Start Page


  • 23

End Page


  • 34

Volume


  • 5

Issue


  • 1

Place Of Publication


  • http://www.tmc.edu.sg/academiccenter/g-tmcjournal-V5I1.html

Abstract


  • Service quality dimensions are well-established within Western countries.

    However, there is limited evidence that these dimensions occur in Asian

    countries. According to Hofstede (2010), Western countries are low in power

    distance index, uncertainty avoidance index and long-term orientation, and high

    in masculinity and individualism. Asian countries are high in power distance

    index, uncertainty avoidance index and long-term orientation; and low in

    individualism and masculinity. Reciprocity and social bonds have been shown to

    be more important in Thai business-to-business (B2B) supplier selection. This

    paper aims to assess the service quality dimensions in the Thai construction

    supplier industry: whether the traditional service quality measurement is valid in

    the construction industry in Thailand, and what dimensions comprise service

    quality in the context of the Thai construction material supply business. 261 selfadministered

    questionnaire surveys are analysed. Only Thai speakers were

    interviewed. The results show that the service quality scale applies to the

    construction supplier industry in Thailand. This paper reinforces the importance of

    service quality dimensions across cultures and the applicability of the service

    quality scale in an Eastern culture. Thus, managers can improve their service

    strategy development in order to increase sales volume. The findings contribute

    to service quality theory and its application in different cultures, especially in

    Thailand. Further studies can be done in other Asian countries that have their

    own unique characteristics.

Publication Date


  • 2010

Citation


  • Kattiyapornpong, U. & Limsiritong, K. (2010). Assessing service quality dimensions: a study of the construction supplier industry in Thailand. TMC Academic Journal, 5 (1), 23-34.

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/2195

Number Of Pages


  • 11

Start Page


  • 23

End Page


  • 34

Volume


  • 5

Issue


  • 1

Place Of Publication


  • http://www.tmc.edu.sg/academiccenter/g-tmcjournal-V5I1.html