background preloader

Expectations map

Facebook Twitter

Designing Product Service System - Service Blueprint. BM404_lecture3. Issues In Conceptualizing And Measuring Consumer Response To Price, Valarie A. Zeithaml. The Journal of Marketing, Vol. 60, No. 2 (Apr., 1996), pp. 31-46. SERVQUAL. SERVQUAL, later called RATER, is a service quality framework.


SERVQUAL was developed in the mid-1980s by Zeithaml, Parasuraman & Berry to measure quality in the service sector. Concept[edit] The SERVQUAL service quality model was developed by a group of American authors, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry, in 1985. It highlights the main components of high quality service. The SERVQUAL authors originally identified ten elements of service quality, but in later work, these were collapsed into five factors - reliability, assurance, tangibles, empathy and responsiveness - that create the acronym RATER.

Businesses using SERVQUAL to measure and manage service quality deploy a questionnaire that measures both the customer expectations of service quality in terms of these five dimensions, and their perceptions of the service they receive. In additional to being a measurement model, SERVQUAL is also a management model. Gap 5: between expected service and experienced service[edit]

Theory Of The Gaps Model In Service Marketing The Marketing Association Of Australia And New Zealand. The Marketing Association of Australia and New Zealand.

Theory Of The Gaps Model In Service Marketing The Marketing Association Of Australia And New Zealand

A leading international professional marketing institute focusing on marketing education and training; marketing information; and practical marketing tools and resources for marketing and business development. MAANZ International. MAANZ is an International internet based Not for Profit Association Glossary | Events | Short Courses | Newsletter Information about MAANZ | Join MAANZ Now| Contact Us Marketing Information, Ideas and Resources Business, Marketing and Management Information: Marketing Articles, Marketing Papers Many specialist marketing articles and papers available. MXpress Marketing MXress Short Courses - A quick and very inexpensive way to learn about specific marketing and management topics - MXpress was designed for those that need good practical information right away and don't have time to wait until a short course becomes available near them or don't want to spend the sort of money many short courses cost.

Parsusbib. SERVQUAL (Zeithaml Parasuraman Berry) What is SERVQUAL?

SERVQUAL (Zeithaml Parasuraman Berry)

Description The SERVQUAL method from Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry is a technique that can be used for performing a gap analysis of an organization's service quality performance against customer service quality needs. SERVQUAL is an empirically derived method that may be used by a services organization to improve service quality. SERVQUAL takes into account the perceptions of customers of the relative importance of service attributes.

The data are collected via surveys of a sample of customers. The methodology was originally based around 5 key dimensions: Tangibles. This has been adapted later by some to cover: The Journal of Marketing, Vol. 52, No. 3 (Jul., 1988), pp. 2-22.