Identifying shortcomings in the measurement of service quality
Article
Article Title | Identifying shortcomings in the measurement of service quality |
---|---|
Article Category | Article |
Authors | Fogarty, Gerard J. (Author), Catts, R. (Author) and Forlin, Chris (Author) |
Journal Title | Journal of Outcome Measurement |
Journal Citation | 4 (1), pp. 431-452 |
Number of Pages | 22 |
Year | 2000 |
Place of Publication | Wheaton, IL. United Sates |
Web Address (URL) | http://www.rasch.org/rmt/rmt121j.htm |
Abstract | SERVPERF, the performance component of the Service Quality scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes a |
Keywords | service quality; measurement; shortcomings; SERVPERF |
ANZSRC Field of Research 2020 | 490501. Applied statistics |
350716. Small business organisation and management | |
350715. Quality management | |
Byline Affiliations | Department of Psychology |
Faculty of Education |
https://research.usq.edu.au/item/9xv5w/identifying-shortcomings-in-the-measurement-of-service-quality
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