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  2. SERVQUAL - Wikipedia

    en.wikipedia.org/wiki/SERVQUAL

    SERVQUAL is a multidimensional research instrument designed to measure service quality by capturing respondents’ expectations and perceptions along five dimensions of service quality. [2] The questionnaire consists of matched pairs of items - 22 expectation items and 22 perceptions items - organised into five dimensions which are believed to ...

  3. Service quality - Wikipedia

    en.wikipedia.org/wiki/Service_quality

    Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.

  4. Talk:SERVQUAL - Wikipedia

    en.wikipedia.org/wiki/Talk:SERVQUAL

    3. The MODEL OF SERVICE QUALITY (i.e the Gaps) helps to explain how service quality problems may arise. After identifying a service quality problem (typically by administering the SERVQUAL questionnaire to a sample of respondents) the model helps to diagnose possible causes of the problem. The questionnaire, SERVQUAL, measures 'GAP 5. All it ...

  5. Eight dimensions of quality - Wikipedia

    en.wikipedia.org/wiki/Eight_dimensions_of_quality

    Perceived Quality: the quality attributed to a good or service based on indirect measures. Some of the dimensions are mutually reinforcing, although others are not: improvement in one may be secured at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage.

  6. Services marketing - Wikipedia

    en.wikipedia.org/wiki/Services_marketing

    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]

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  9. File:Measuring service quality using SERVQUAL model (Kumar et ...

    en.wikipedia.org/wiki/File:Measuring_service...

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