SERVQUAL
Sign in to saveSERVQUAL is a research tool used to measure customer perception of service quality by comparing what customers expect from a service to how the service actually performed. The tool was developed in the United States in the mid-1980s by researchers A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry and can be implemented in after-service processes.Parasuraman, A, Ziethaml, V. and Berry, L.L., "SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 62, no. 1, 1985, pp 12-40.
Article
8 sectionsContents
- Overview
- The model of service quality
- Development of the instrument and model
- Criticisms of SERVQUAL and the model of service quality
- See also
- References
- External links
- Further reading
SERVQUAL is a research tool used to measure customer perception of service quality by comparing what customers expect from a service to how the service actually performed. The tool was developed in the United States in the mid-1980s by researchers A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry and can be implemented in after-service processes.
SERVQUAL measures service quality across five areas: reliability, assurance, tangibles, empathy, and responsiveness, and can be implemented in both research and in applied settings (e.g., healthcare, banking, education, and libraries). SERVQUAL has been criticized by researchers regarding its definition of expectations and its universal applicability.