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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]
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The influence of quality thinking has spread to non-traditional applications outside of walls of manufacturing, extending into service sectors and into areas such as sales, marketing and customer service. [10] Statistical evidence collected in the banking sector shows a strong correlation between quality culture and competitive advantage. [11]
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There are several dimensions that rivals within an industry can compete on – price discounting (cost leadership strategy), introduction of new services/ products (innovation strategy), improvement of service quality (customer-orientation strategy) etc. High competition between rivals can stifle an industry's profitability.
Only 40% of consumers earning less than $50,000 per year plan bought online in the five days after Thanksgiving, compared to 60% of those making more than $100,000, according to the National ...
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