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The SERVQUAL questionnaire was first published in 1985 by a team of academic researchers in the United States, A. Parasuraman, Valarie Zeithaml and Leonard L. Berry, to measure quality in the service sector. [1] On its introduction, the survey represented a breakthrough in the measurement methods used for service quality research.
The most widely used library satisfaction survey is LibQUAL+, [15] a service quality evaluation survey developed by the Association of Research Libraries (ARL) based on ServQUAL. Other satisfaction surveys are: the SCONUL Satisfaction Survey, [16] Insync Surveys (formerly Rodski), [17] and Counting Opinions LibSat survey. [18]
The questionnaire, SERVQUAL, measures 'GAP 5. All it can tell the analyst is the size of the service quality gap and the direction of the service quality gap (+ve or -ve). The questionnaire cannot tell you why there are service quality problems. The model is designed to help analysts search for possible causes of the problem.
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the survey is desirable. [34] The American Customer Satisfaction Index (2012) found that response rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were averaging between 5% and 15% - which ...
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
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