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| SERVQUAL for Public Services× | Skala kvaliteta usluge SERVQUAL× | |
|---|---|---|
| Oblast≠ | Public Administration | Marketing menadžment |
| Porodica | Process / pipeline | Process / pipeline |
| Godina nastanka | 1988 | 1988 |
| Tvorac≠ | A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry |
| Tip≠ | Multi-item service-quality survey scale | Multi-dimensional service quality scale |
| Temeljni izvor≠ | 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 ↗ | 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 ↗ |
| Drugi nazivi≠ | Public Service Quality Gap Model, Government SERVQUAL, Public-Sector Service Quality Assessment, Citizen Service Quality Survey | Service Quality Instrument, Gap Model |
| Srodne | 4 | 4 |
| Sažetak≠ | 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. | 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. |
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