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SERVQUAL dimensionality: an investigation of presentation order effect
International Journal of Services and Standards, 2011This paper examines a potential issue in measuring service quality using the SERVQUAL instrument. Specifically, it is argued that SERVQUAL’s dimensions are largely the product of presentation order effects. To validate this argument, this paper presents the results of a field study in which randomised and non-randomised versions of SERVQUAL were ...
Robert E. Miller +2 more
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A study on the applicability of SERVQUAL dimensions for web sites [PDF]
, 2002 A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are analysed in relation to the five service quality (SERVQUAL)
van der Wiele, A., van Iwaarden, J.D.
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Heterogeneous dimensions of SERVQUAL
Total Quality Management and Business Excellence, 2021Sang-June Park, Youjae Yi
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International Journal of Environmental Research and Public Health, 2022
Aleksandra Jonkisz +2 more
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Aleksandra Jonkisz +2 more
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