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    SERVQUAL

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    Subhasis Dasgupta
    The SERVQUAL survey is a multi-dimensional scale used to measure customer perceptions and expectations of service quality. It was developed in 1988 and covers 21 service attributes grouped into five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Customers provide ratings on a 7-point Likert scale for their expectations of excellent service and their perceptions of the service delivered by a specific company. The difference between these ratings provides a quantified measure of service quality. SERVQUAL data can be used to assess service quality, track expectations and perceptions over time, compare companies, and identify customer segments with differing assessments.

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    SERVQUAL

    Uploaded by

    Subhasis Dasgupta
    43 views12 pages
    The SERVQUAL survey is a multi-dimensional scale used to measure customer perceptions and expectations of service quality. It was developed in 1988 and covers 21 service attributes grouped into five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Customers provide ratings on a 7-point Likert scale for their expectations of excellent service and their perceptions of the service delivered by a specific company. The difference between these ratings provides a quantified measure of service quality. SERVQUAL data can be used to assess service quality, track expectations and perceptions over time, compare companies, and identify customer segments with differing assessments.

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    The SERVQUAL survey is a multi-dimensional scale used to measure customer perceptions and expectations of service quality. It was developed in 1988 and covers 21 service attributes grouped into five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Customers provide ratings on a 7-point Likert scale for their expectations of excellent service and their perceptions of the service delivered by a specific company. The difference between these ratings provides a quantified measure of service quality. SERVQUAL data can be used to assess service quality, track expectations and perceptions over time, compare companies, and identify customer segments with differing assessments.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    43 views12 pages

    SERVQUAL

    Uploaded by

    Subhasis Dasgupta
    The SERVQUAL survey is a multi-dimensional scale used to measure customer perceptions and expectations of service quality. It was developed in 1988 and covers 21 service attributes grouped into five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Customers provide ratings on a 7-point Likert scale for their expectations of excellent service and their perceptions of the service delivered by a specific company. The difference between these ratings provides a quantified measure of service quality. SERVQUAL data can be used to assess service quality, track expectations and perceptions over time, compare companies, and identify customer segments with differing assessments.

    Copyright:

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    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 12

    SERVQUAL Survey

    SERVQUAL
     One of the first methods developed to
    measure service quality
     Multi-dimensional scale to capture
    customer perceptions and expectations
    of service quality
     Developed by A Parasuraman, V A Zeithaml &
    L L Berry in 1988
    SERVQUAL

     21 service attributes are covered


     Grouped into five service quality dimensions:
    reliability, responsiveness, assurance, empathy
    and tangibles
     7-point Likert Scale used to record feedback
    from “Strongly agree” to “Strongly disagree”
    SERVQUAL

     Often, two ratings on each attribute are obtained


    from respondents: their expectations from
    excellent service providers in the sector and their
    perception of service delivered by a specific
    company in that sector
     Difference between expectation and perception:
    quantified measure of service quality
    SERVQUAL (Perceptions)
    Reliability dimension
    1. When ABC Company promises to do something by a
    certain time, it does so
    2. When you have a problem, ABC Company shows a
    sincere interest in solving it
    3. ABC Company performs the service right the first time
    4. ABC Company provides its services at the time it
    promises to do so
    5. ABC Company keeps customers informed about when
    the service will be performed
    SERVQUAL (Perceptions)

    Responsiveness dimension
    1. Employees in ABC Company give you prompt service
    2. Employees in ABC Company are always willing to help you
    3. Employees in ABC Company are never too busy to respond
    to your request
    SERVQUAL (Perceptions)

    Assurance dimension
    1. The behaviour of employees of ABC Company instils
    confidence in you
    2. You feel safe in your transactions with ABC Company
    3. Employees of ABC Company are consistently courteous
    with you
    4. Employees of ABC Company have the knowledge to
    answer your questions
    SERVQUAL (Perceptions)

    Empathy dimension
    1. ABC Company gives you individual attention
    2. ABC Company has employees who give you
    individual attention
    3. ABC Company has your best interests at heart
    4. Employees of ABC Company understand your
    specific needs
    SERVQUAL (Perceptions)
    Tangibles dimension
    1. ABC Company has modern looking equipment
    2. ABC Company’s physical facilities are visually
    appealing
    3. ABC Company’s employees appear neat
    4. Materials and documents at ABC Company are
    visually appealing
    5. ABC Company has convenient business hours
    SERVQUAL (Expectations)

    When customers have a problem,


    excellent firms will show a sincere interest
    in solving it

    7-point Likert Scale is used, from ‘Strongly disagree’


    to ‘Strongly agree’
    SERVQUAL (Expectations)
    Referent expectations formats
    Considering a “world class” company to be at 7, how would
    you rate Company A on the following service features?
     Sincere, interested employees

     Service delivered right the first time

    Compared with the level of service your expect from an


    excellent company, how would you rate Company A’s
    performance on the following?
     Sincere, interested employees

     Service delivered right the first time

    (7-point Likert Scale from ‘Low’ to ‘High’)


    SERVQUAL data can be used to:

     Determine average gap score between customer


    perceptions and expectations for each service attribute
     Assess service quality along each of the five dimensions
     Track customers’ expectations & perceptions over time
     Compare company with competitors
     Identify & examine customer segments that differ
    significantly in their assessments about the company’s
    service performance
     Assess internal service quality – service rendered by
    one department to another

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