-
SERVQUAL is a multi-dimensional
research instrument designed to
capture consumer expectations and
perceptions of a
service along five
dimensions (originally...
-
classic study on
Services marketing,
which developed the
concept of
SERVQUAL. The
SERVQUAL model has
become fundamental in the
analysis of
marketing in the...
- expectations) as a
simpler alternative to
SERVQUAL. The
scale is
known as
SERVPERF and is
considerably shorter than
SERVQUAL, and
therefore easier and cheaper...
-
service quality and
proposes a
scale for
measuring service quality,
known as
SERVQUAL. The model's
developers originally identified ten
dimensions of service...
-
excellence are
important in a
competitive organizational environment. The
SERVQUAL-
service quality model is one of the
widely used
tools for
measuring quality...
- ISBN 978-0-02-935701-9.
Valerie Zeithaml, A. Parasumaran,
Leonhard Berry (1990):
SERVQUAL [1]
Sharon Dobson:
Product and
Services Strategy John Swearingen: Operations...
- the
product attributes which are
perceived to be
important to customers.
SERVQUAL or
RATER is a service-quality
framework that has been
incorporated into...
-
questionnaire called SERVQUAL has been
developed to
measure the customer's
perception of the service. The
dimensions of
SERVQUAL are
designed to measure...
- JSTOR 3069445. Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. (Spring 1988). "
SERVQUAL: a multiple-item
scale for
measuring customer perceptions of
service quality"...
- The Free
Press Valerie Zeithaml, A. Parasumaran,
Leonhard Berry (1990):
SERVQUAL - s.
Sharon Dobson:
Product and
Services Strategy - s. John Swearingen:...
