survqual

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.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.