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| Tekijä: | Andronikidis, A. Bellou, V. |
| Otsikko: | Verifying alternative measures of the service-quality construct: consistencies and contradictions |
| Lehti: | Journal of Marketing Management
2010 : MAY, VOL 26:5-6, p. 570-587 |
| Asiasana: | service quality measurement car industry Greece |
| Kieli: | eng |
| Tiivistelmä: | The article aims to compare the three currently most popular alternative measures for service quality: SERVIPERF, weighted SERVIPERF and weighted SERVIQUAL. The goal is to find the superior one among these measures. The study is conducted in the context of auto-repair industry in Greece. The data was collected from customers using structured interviews. The findings suggest that, in contrast to prior research, importance-weighted SERVIPERF appears to be the best provider of diagnostic service quality information compared to the other measures. The predictive validity of the measures showed significant variation. |
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