Measuring Service Quality Using SERVQUAL



Introduction Measuring the quality of a service can be a very difficult exercise. Unlike product where there are specific specifications such as length, depth, width, weight, colour etc. a service can have numerous intangible or qualitative specifications. In addition there is there expectation of the customer with regards the service, which can vary considerably based on a range of factors such as prior experience, personal needs and what other people may have told them.


SERVQUAL – a methodology for measuring service quality As a way of trying to measure service quality, researchers have developed a methodology known as SERVQUAL – a perceived service quality questionnaire survey methodology. SERVQUAL examines five dimensions of service quality:
• Reliability
• Responsiveness
• Assurance;
• Empathy, and
• Tangible (e.g. appearance of physical facilities, equipment, etc.)
For each dimension of service quality......

Join Now to view the rest of this term paper!
Members: Login to view this research paper.

Title: Servqual
Approximate Word Count: 1352
Approximate Pages: 6 (250 words per double-spaced page)

With the Term Papers Lab Membership Pass, you get instant access to every essay on this site, including this essay on Servqual, for as long as you remain a member.

Other essays sites charge almost $100 for a single term paper. At Term Papers Lab, you can get instant access to over 100,000 research papers for as little as $29.95!