Search results
Results from the WOW.Com Content Network
These are the five dimensions of service quality that form the basis of the individual items in the SERVQUAL research instrument (questionnaire). The acronym RATER, is often used to help students of marketing remember the five dimensions of quality explicitly mentioned in the research instrument.
These five dimensions are thought to represent the dimensions of service quality across a range of industries and settings. [12] Among students of marketing, the mnemonic, RATER , an acronym formed from the first letter of each of the five dimensions, is often used as an aid to recall.
The diagnostic value of the model accounts at least, in part, for the instrument's continuing currency in service quality research. [104] [105] [106] The five dimensions of service quality. The model's developers also devised a research instrument, called SERVQUAL, to measure the size and direction of service quality problems (i.e. gap 5). [107]
Serviceability involves the consumer's ease of obtaining repair service (example: access to service centers and/or ease of self-service), the responsiveness of service personnel (example: ease of getting an appointment, willingness of repair personnel to listen to the customer), and the reliability of service (example: whether the service is ...
For example, with respect to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. For public e-service the internet is the main channel of e-service delivery while other classic channels (e.g. telephone, call center, public kiosk, mobile phone, television) are also considered. [1]
2. The term, RATER, is a memnonic device, frequently used by students of marketing to help them recall the five dimensions of service quality. It is NOT an official name for the model of service quality or for the research instrument, known as SERVQUAL. 3.
Get AOL Mail for FREE! Manage your email like never before with travel, photo & document views. Personalize your inbox with themes & tabs. You've Got Mail!
It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay ...