Service Quality - SERVQUAL

Can service quality be measured? Yes, models exist to measure service quality. One of the most well-known models is SERVQUAL designed to address the 5 Gaps (obstacles to delivering high service quality) identified in the service quality study (see end of post) and more specifically Gap 5 which looked at measuring perceived service against expected service.

Other service quality models include:

The SERVQUAL study was undertaken using respondents that had recently used the service of one of the 4 service sectors taking part in the study. It found that customers used the following when determining service quality:

The SERVQUAL model was designed to measure service quality delivery by the use of the following:

Determinants of Service Quality – taken from A Conceptual Model of Service Quality and Its Implications for Future Research. Parasuraman A, Zeithaml Valarie A, Berry Leonard L – Journal of Marketing Vol 49 Fall 1985 Pages 41-50

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