AUTHOR:
A.Parasuraman
Valarie A. Zeithaml
Leonard L. Berry
DESCRIPTION:
This study developed a generic instrument called SERVQUAL to measure service quality based on input from focus groups. The objective is to develop a scale that measures service quality as perceived by customers and which is applicable over a wide range of service categories. In this study, from 10 determinant of SERVQUAL from past study, the determinant was reduced into 5 determinants, they are tangibles, relianility, responsiveness, assurnce, and empathy.
- Reliability, consistency of performance and dependability
- Responsiveness, willingness or readiness of employees to provide service
- Competence, required skill and knowledge to perform the service
- Access, approachability and ease of contact
- Courtesy, politeness, respect, consideration, and friendliness
- Communication, keeping customers informed in language they can understand
- Credibility, trustworthiness, believability, honesty
- Security, freedom from danger, risk, or doubt
- Understanding/knowing, understand customer’s need
- Tangible, physical evidence of the service
FULL TEXT: FREE DOWNLOAD SERVQUAL
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