<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>This research aims to propose an evaluation and monitoring method with the Six Sigma performance metrics, the main component quality indicator, and the geometric capacity indicator to control service quality dimensions. The research was quantitative and evaluative. It was developed using primary historical information on the quality criteria of hotel service in twelve periods of 2019. It was possible to demonstrate that the geometric indicator was the most demanding capacity with a value of 0.91163, followed by the multivariate main components’ indicator with a value of 0.9559, establishing as a relevant finding the integrality of the three performance criteria to evaluate a service. Topics of service quality, Six Sigma metrics, multivariate main component and geometric capacity indicators were addressed as a theoretical foundation. The research provides a unique contribution in the form of an innovative and efficient continuous improvement method, which makes services more reliable and accurate. Univariate and multivariate statistics were intensively used to evaluate and improve the dimensions of a service from different perspectives. This method has not been considered from the same approach despite its great usefulness in quality control.</p>
</abstract>

This research aims to propose an evaluation and monitoring method with the Six Sigma performance metrics, the main component quality indicator, and the geometric capacity indicator to control service quality dimensions. The research was quantitative and evaluative. It was developed using primary historical information on the quality criteria of hotel service in twelve periods of 2019. It was possible to demonstrate that the geometric indicator was the most demanding capacity with a value of 0.91163, followed by the multivariate main components’ indicator with a value of 0.9559, establishing as a relevant finding the integrality of the three performance criteria to evaluate a service. Topics of service quality, Six Sigma metrics, multivariate main component and geometric capacity indicators were addressed as a theoretical foundation. The research provides a unique contribution in the form of an innovative and efficient continuous improvement method, which makes services more reliable and accurate. Univariate and multivariate statistics were intensively used to evaluate and improve the dimensions of a service from different perspectives. This method has not been considered from the same approach despite its great usefulness in quality control.

Performance evaluation method of the service quality dimensions using Six Sigma metrics, the main components’ quality indicator and the geometric capacity indicator

Engineering Management in Production and Services

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

This research aims to propose an evaluation and monitoring method with the Six Sigma performance metrics, the main component quality indicator, and the...

Performance evaluation method of the service quality dimensions using Six Sigma metrics, the main components’ quality indicator and the geometric capacity indicator

Publié en ligne: 11 avr. 2024

Pages: 65 - 76

Reçu: 01 juin 2023

Accepté: 10 déc. 2023

DOI: https://doi.org/10.2478/emj-2024-0005

Mots clés
service measurement, Six Sigma, multivariate capacity indicators

© 2024 Tomás José Fontalvo Herrera et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Performance evaluation method of the service quality dimensions using Six Sigma metrics, the main components’ quality indicator and the geometric capacity indicator

Publié en ligne: 11 avr. 2024

Pages: 65 - 76

Reçu: 01 juin 2023

Accepté: 10 déc. 2023

DOI: https://doi.org/10.2478/emj-2024-0005

Mots clésservice measurement, Six Sigma, multivariate capacity indicators

© 2024 Tomás José Fontalvo Herrera et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Mots clés
service measurement, Six Sigma, multivariate capacity indicators