This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scales conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, 'Tangibles, is clearly perceived followed by Empathy. The three other dimensions, 'Reliability, 'Insurance and Responsiveness, are confused in the clients mind.
Llosa S., Chandon J.-L., Orsingher C. (1998). An empirical study of SERVQUALs dimensionality. THE SERVICE INDUSTRIES JOURNAL, 18(2), 16-44 [10.1080/02642069800000017].
An empirical study of SERVQUALs dimensionality
Orsingher C.Ultimo
1998
Abstract
This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scales conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, 'Tangibles, is clearly perceived followed by Empathy. The three other dimensions, 'Reliability, 'Insurance and Responsiveness, are confused in the clients mind.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
