विधियों की तुलना करें
चुनी हुई विधियों की आमने-सामने समीक्षा करें; भिन्नता वाली पंक्तियाँ रेखांकित हैं।
| SERVPERF स्केल× | SERVQUAL सेवा गुणवत्ता पैमाना× | |
|---|---|---|
| क्षेत्र | विपणन प्रबंधन | विपणन प्रबंधन |
| परिवार | Process / pipeline | Process / pipeline |
| उद्भव वर्ष≠ | 1992 | 1988 |
| प्रवर्तक≠ | Joseph J. Cronin Jr., Steven A. Taylor | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry |
| प्रकार≠ | Performance-only service quality scale | Multi-dimensional service quality scale |
| मौलिक स्रोत≠ | Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. DOI ↗ | 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 ↗ |
| उपनाम | Perception-Only Service Quality Scale, SERVPERF-Performance Model | Service Quality Instrument, Gap Model |
| संबंधित | 4 | 4 |
| सारांश≠ | 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. | 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. |
| ScholarGateडेटासेट ↗ |
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