Compare methods

	SERVQUAL for Public Services	Government Trust Survey
Field	Public Administration	Public Administration
Family	Process / pipeline	Process / pipeline
Year of origin	1988	2017
Originator	A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry	OECD (Trust in Government programme)
Type	Multi-item service-quality survey scale	Population survey instrument for institutional trust
Seminal source	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.	OECD (2017). Trust and Public Policy: How Better Governance Can Help Rebuild Public Trust. OECD Public Governance Reviews. Paris: OECD Publishing. Trust in Government.
Aliases	Public Service Quality Gap Model, Government SERVQUAL, Public-Sector Service Quality Assessment, Citizen Service Quality Survey	Trust in Government Survey, Public Trust Measurement, Institutional Trust Survey, Confidence in Public Institutions Survey
Related	4	4
Summary	SERVQUAL is a multi-item survey instrument for measuring perceived service quality as the gap between what service users expect and what they perceive they received. Developed by A. Parasuraman, Valarie Zeithaml and Leonard Berry — conceptually in their 1985 gap model and operationally in the 1988 22-item scale — it assesses quality along five dimensions: tangibles, reliability, responsiveness, assurance and empathy. Applied to public services such as healthcare, licensing, social services and local government, SERVQUAL reframes citizens as service users whose expectations and perceptions can be measured, producing diagnostic gap scores that pinpoint where a public service is falling short of what the public expects.	A government trust survey is a population-based survey instrument for measuring how much citizens trust their public institutions and identifying the drivers of that trust. Building on the OECD's Trust in Government work, modern instruments treat trust not as a single mood but as a set of measurable expectations: that government is competent and reliable in delivering services, and that it acts on values such as integrity, openness, fairness and responsiveness. By surveying a representative sample of the population, weighting responses to the population, and analyzing trust alongside its drivers, the method produces comparable indicators that diagnose where and why public trust is high or low and what policy levers might raise it.