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An Empirical Study of Servqual's Dimensionality
The Service Industries Journal, 1998This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale.
Llosa S., Chandon J. -L., Orsingher C.
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SERVQUAL and the process improvement challenge
Quality and Reliability Engineering International, 2011AbstractService quality is difficult to quantify as it is a function of differing customer perceptions over time, the ever changing market conditions, the measurement process and the interpretation of the data that have been gathered. The SERVQUAL questionnaire and gap analysis have been used to analyse service quality within diverse organisations over
Chris McCollin +3 more
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Heterogeneous dimensions of SERVQUAL
Total Quality Management & Business Excellence, 2018The purpose of this paper is to analytically and empirically show that the dimensions of SERVQUAL are not stable across service industries and even in the same service industry, because customers’ ...
Sang-June Park, Youjae Yi, Yeong-Ran Lee
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Exploration and Development of SERVQUAL
Asian Journal on Quality, 2003The gap‐based SERVQUAL model is a popular service quality determinant due to its superior diagnostic capacity over alternative explanatory frameworks. However, some researchers criticize the performance of the SERVQUAL model and propose alternative service quality measurement constructs.
Yong‐Pil Kim +2 more
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Journal of Applied Research in Higher Education, 2019
Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This
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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This
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Assessing the Multidimensional and Hierarchical Structure of Servqual
Psychological Reports, 2007Parasuraman, Zeithaml, and Berry introduced SERVQUAL in 1998 as a scale to measure service quality. Since then, researchers have proposed several variations. This study examines the development of the tool. Marketing researchers have first challenged the conceptualization of a perceptions-expectations gap and have concluded that the performance-based ...
Jun, Ma, Milton E, Harvey, Michael Y, Hu
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Journal of Nursing Care Quality, 1994
Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction.
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Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction.
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Asian Journal of Management, 2017
In order to attain a strong position in this highly competitive world, it has become imperative to improve the service quality which tends to improve profitability leading to success of a retail organization. In this regard, the quality improvement strategy helps a manger to identify the areas where the service needs to be improved in order to attain ...
Prachi Jain, Vijita Singh Agg
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In order to attain a strong position in this highly competitive world, it has become imperative to improve the service quality which tends to improve profitability leading to success of a retail organization. In this regard, the quality improvement strategy helps a manger to identify the areas where the service needs to be improved in order to attain ...
Prachi Jain, Vijita Singh Agg
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A Review on Quality of Service and SERVQUAL Model
2020In field of service design, the research and application of service quality plays an important role in the development and competition of enterprises by establishing brand image and generating market effect. Therefore, experts in management and marketing have studied it and found that the quality of service in the industry has a great impact on ...
Zhengyu Shi, Huifang Shang
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Servqual and the Quest for New Measures
Journal of Library Administration, 2001L'etude realisee par Texas A & M sur l'utilite de SERVQUAL en tant qu'outil d'evaluation des performances des bibliotheques, montre qu'il faut proceder a certaines modifications de cet instrument, originalement concu pour mesurer la qualite des services dans le secteur prive, sont necessaires. L'ARL (Association of Research Libraries) a lance un projet
Colleen Cook, Fred Heath
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