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 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
Theory Of The Gaps Model In Service Marketing The Marketing Association Of Australia And New Zealand. The Marketing Association of Australia and New Zealand.
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Parsusbib. SERVQUAL (Zeithaml Parasuraman Berry) What is SERVQUAL?
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.