Porovnat metody
Prohlédněte si vybrané metody vedle sebe; řádky, které se liší, jsou zvýrazněny.
| Škála kvality služeb SERVQUAL× | Škála SERVPERF× | |
|---|---|---|
| Obor | Marketingový management | Marketingový management |
| Rodina | Process / pipeline | Process / pipeline |
| Rok vzniku≠ | 1988 | 1992 |
| Tvůrce≠ | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry | Joseph J. Cronin Jr., Steven A. Taylor |
| Typ≠ | Multi-dimensional service quality scale | Performance-only service quality scale |
| Původní zdroj≠ | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. link ↗ | Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. DOI ↗ |
| Další názvy | Service Quality Instrument, Gap Model | Perception-Only Service Quality Scale, SERVPERF-Performance Model |
| Příbuzné | 4 | 4 |
| Shrnutí≠ | SERVQUAL is a 22-item, multi-dimensional scale developed by Parasuraman, Zeithaml, and Berry in 1988 to measure consumer perceptions of service quality. It captures the gap between customer expectations and actual service performance across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The instrument has become the most widely used tool for service quality assessment in marketing research and practice. | SERVPERF, developed by Cronin and Taylor in 1992, is a streamlined service quality measurement instrument that evaluates perceived service performance only, without the expectation component. Using 22 items identical in content to SERVQUAL but applied to perception alone, SERVPERF reduces survey burden while maintaining dimensional coverage of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical evidence suggests SERVPERF performs equally well or better than SERVQUAL in explaining overall satisfaction. |
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