Registro de evidencia del método

SERVQUAL Service Quality Scale

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.

Sources recorded, not reviewed

Registro de origen

Citas copiadas textualmente del registro de origen del método. No se infiere ninguna verificación a nivel de afirmación de ellas.

Service Quality Scale

Registro del método taxonómico · process-pipeline / marketing-management

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. · URL
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press. · ISBN 978-0029362174

Abrir método completo

Afirmaciones curadas

Afirmaciones persistidas en el libro mayor de evidencia, cada una con su propia evaluación.

Aún no hay afirmaciones curadas

Esta vista no inventa una evaluación de afirmación si el libro mayor no tiene ninguna.

Métodos relacionados

Generado a partir del grafo de métodos y mostrado como relaciones sugeridas por la máquina; no se infiere ninguna afirmación de evidencia.

Same method familyAmerican Customer Satisfaction Indexmachine-suggested · Relational suggestion, not evidence.Taxonomic bucketE-S-QUAL Electronic Service Quality Scalemachine-suggested · Relational suggestion, not evidence.Same method familyHEdPERF Higher Education Performance Scalemachine-suggested · Relational suggestion, not evidence.Taxonomic bucketSERVPERF Scalemachine-suggested · Relational suggestion, not evidence.