Explain what SERVQUAL is and how it is used in services
What will be an ideal response?
SERVQUAL is a self-report tool used to measure customer satisfaction with service encounters. Valarie Zeithaml and her colleagues developed the instrument. It is based on the premise that customers can evaluate a firm's service quality by comparing their perceptions of its service with their own expectations. The scale contains 21 perception items and a series of expectation items that reflect the five dimensions of service quality. The scale indicates high quality when perceived performance exceeds expectations and low quality when expectations exceed perceived performance. Services can use this tool to understand the level of quality at which customers perceive them and determine which dimensions of service quality would most improve those perceptions.
You might also like to view...
The final project report should answer questions related to project performance, such as:
A) How the organization's operating structure either helped or hindered the project team and their efforts. B) How the project fared compared to baseline schedule and budget. C) How consistently the organization estimated the completion time for activities. D) How close the project came to achieving its goals.
One disadvantage of ________ financing is that you give up some ownership, and therefore some control, of your company
Fill in the blanks with correct word