Development of a multidimensional wind turbine service quality scale and assessing the service quality gaps among wind turbine customers

Abstract

Measuring and monitoring the service quality of service provider is more important in an environment where the customer pays dearly for a warranty of their product. It is found that measurement of service quality specific to the Wind Turbine industry is not available. The research objectives are:a) To identify the key underlying quality dimensions and variables of Wind Turbine service quality b) To develop a multidimensional Wind Turbine Service Quality Scalec) To ascertain the validity and reliability of the scaled) To examine the relationship of service quality with overall customer satisfaction and customer loyalty Service quality dimensions identified from literature review such as problem solving, physical aspects, reliability, responsiveness, assurance,empathy, policy, personal interactions, promises and convenience are the result of a substantial body of prior research and include the criticaldimensions of service quality. For semi-structured interview 50 respondents were identified in a wind turbine service provider organization. The interviewees were asked 3 open ended questions on wind turbine Operation and Maintenance at site level. Each interview lasted approximately 20 to 25 minutes. The identified dimensions of functional quality, technical quality and corporate quality is mapped with the variables provided by the 50 service employees. After a thorough analysis on same the highest contributing dimensions under functional quality, technical quality and corporate quality were selected for preparation of questionnaire.For Delphi study, three different questionnaires (Q1, Q2 and Q3) were sent out at 15 to 20 days of interval. In each round, median and the interquartile range was found. From the responses, important factors were identified such as: tangibility, reliability, responsiveness, assurance, empathy,turbine availability, operational support, reputation and image. Then, content validity was established for items.