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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 ...
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]
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.
SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer [31]) to indicate the gap between customer expectations and experience.
Some argue that if high levels on all SERVQUAL dimensions are provided then the service is high quality. Others argue that ultimately the service result is judged by the customer relative to the customer's expectations and not by the service provider. If customer expectations are low, even low levels on SERVQUAL dimensions provides high quality.
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E-service (or eservice) is a highly generic term, usually referring to "The provision of services via the Internet (the prefix 'e' standing for ‘electronic’, as it does in many other usages), thus e-Service may also include e-Commerce, although it may also include non-commercial services (online), which is usually provided by the government.