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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.
Parasuraman was one of the co-authors of the classic study on Services marketing, [3] which developed the concept of SERVQUAL. The SERVQUAL model has become fundamental in the analysis of marketing in the services sector and one of the highest cited marketing papers ever.
Zeithaml's development of the SERVQUAL model, is a widely adopted measurement instrument across various industries and countries. [6]Her books, including “Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy,” Services Marketing: Integrating Customer Focus across the Firm,” and "Delivering Quality Service: Balancing Customer Perceptions and Expectations ...
Subjective processes can be assessed in characteristics (assessed be the SERVQUAL method); in incidents (assessed in critical incident theory) and in problems (assessed by Frequenz Relevanz Analyse a German term. The most important and most used method with which to measure subjective elements of service quality is the Servqual method.
SDL offers the promise of a unified marketing theory: To date, marketing research and practice have failed to integrate the traditional goods/services dichotomy. Some efforts have been made to get product accepted as a joint term for goods and services and to use offering, package or solution as all inclusive, concepts for what consumers the ...
The distinction between SERVQUAL (instrument or scale) and the Model of Service quality is an important one and needs to be made abundantly clear in this article. 175.32.56.121 ( talk ) 03:00, 1 June 2019 (UTC) [ reply ]
Marko Sarstedt is a German academic and a marketing researcher. He is a Full Professor at the Ludwig Maximilian University of Munich and Adjunct Research Professor at Babeș-Bolyai-University.
Expectancy Disconfirmation Theory is the most widely accepted theoretical framework for explaining customer satisfaction. [3] However, other frameworks, such as Equity Theory, Attribution Theory, Contrast Theory, Assimilation Theory, and various others, are also used to gain insights into customer satisfaction.