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The SERVQUAL questionnaire was first published in 1985 by a team of academic researchers in the United States, A. Parasuraman, Valarie Zeithaml and Leonard L. Berry, to measure quality in the service sector. [1] On its introduction, the survey represented a breakthrough in the measurement methods used for service quality research.
A model of service quality, based on the expectancy-disconformation paradigm, and developed by A. Parasuraman, Valarie A. Zeithaml and Len Berry, identifies the principal dimensions (or components) of service quality and proposes a scale for measuring service quality, known as SERVQUAL.
Parasuraman was one of the co-authors of the classic study on Services marketing, [3] which developed the concept of SERVQUAL.The SERVQUAL model has become fundamental in the analysis of marketing in the services sector and one of the highest cited marketing papers ever.
Created Date: 8/30/2012 4:52:52 PM
Using the customer experience approach, a questionnaire called SERVQUAL has been developed to measure the customer's perception of the service. [20] The dimensions of SERVQUAL are designed to measure the customer experience in both explicit and implicit measures. The dimensions are: Tangible: Cleanliness, appearance of facilities and employees
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Zeithaml's development of the SERVQUAL model, is a widely adopted measurement instrument across various industries and countries. [6]Her books, including “Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy,” Services Marketing: Integrating Customer Focus across the Firm,” and "Delivering Quality Service: Balancing Customer Perceptions and Expectations ...
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