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| Tekijä: | Hentschel, B. |
| Otsikko: | Die Messung wahrgenommener Dienstleistungsqualitat mit SERVQUAL (Measuring perceived service quality with SERVQUAL) |
| Lehti: | Marketing
1990 : VOL. 12:4, p. 230-240 |
| Asiasana: | SERVICE MARKETING QUALITY MEASUREMENT |
| Kieli: | ger |
| Tiivistelmä: | SERVQUAL is a branch-independent instrument for measuring perceived quality of services developed by Parasuraman-Zeithaml-Berry. It measures by 22 questions tangibles, reliability, assurance, responsiveness and empathy on two scales: perception and expectation. The article is a critical evaluation of SERVQUAL. The quality concept, theoretical foundation, construction of dimension, items and scale are examined. Experiences with SERVQUAL are presented. |
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