SERVQUAL for Public Services
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.
出典記録
引用は手法の出典記録からそのままコピーされています。それらからレベルごとの検証は推論されません。
- 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
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. · DOI 10.1177/002224298504900403
キュレーションされた主張
主張は証拠台帳に永続化され、それぞれが独自の評価を持っています。
このビューは、台帳に主張評価がない場合、主張評価を生成しません。
関連手法
手法グラフから生成され、機械が提案した関係として表示されます — 証拠主張は推論されません。