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.
Изворни запис
Цитирани радови су копирани дословно из изворног записа методе. Из њих се не изводи верификација на нивоу тврдње.
- 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
Куроване тврдње
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Овај приказ не измишља процену тврдње када регистар нема ниједну.
Сродне методе
Генерисано из графа метода и приказано као машински предложене везе — не изводи се тврдња доказа.