Search results
Results from the WOW.Com Content Network
The model of service quality is built on the expectancy–confirmation paradigm which suggests that consumers perceive quality in terms of their perceptions of how well a given service delivery meets their expectations of that delivery. [12] Thus, service quality can be conceptualized as a simple equation: SQ = P − E. where; SQ is service quality
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.
A. "Parsu" Parasuraman is an Indian-American marketing professor and author. He is the Professor and the James W. McLamore Chair in Marketing at the University of Miami . [ 1 ] [ 2 ]
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 ...
Work done by Parasuraman, Zeithaml and Berry (Leonard L) [18] between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is ...
Quality management uses quality assurance and control of processes as well as products to achieve more consistent quality. What a customer wants and is willing to pay for it determines quality. It is a written or unwritten commitment to a known or unknown consumer in the market.
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.
The first edition of Juran's Quality Control Handbook was published in 1951. He also developed the "Juran's trilogy", an approach to cross-functional management that is composed of three managerial processes: quality planning, quality control, and quality improvement. These functions all play a vital role when evaluating quality.