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.
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Within Vinony's link graph, servqual is referenced by 16 other articles, and connects out to marketing research, targeted advertising and International Standard Book Number.
It is catalogued under topics including Knowledge representation, Marketing analytics and Quality management.
Its subject is documented across 10 Wikipedia language editions.
Available in 10 languages
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