方法对比

	SERVQUAL for Public Services	SERVQUAL 服务质量量表
领域	Public Administration	营销管理
方法族	Process / pipeline	Process / pipeline
起源年份	1988	1988
提出者	A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
类型	Multi-item service-quality survey scale	Multi-dimensional service quality scale
开创性文献	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.	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.
别名	Public Service Quality Gap Model, Government SERVQUAL, Public-Sector Service Quality Assessment, Citizen Service Quality Survey	Service Quality Instrument, Gap Model
相关	4	4
摘要	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.