SERVQUAL

From CNM Wiki
Jump to: navigation, search

SERVQUAL is a survey instrument designed to assess service quality along five specific dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

Definition

According to Managing Quality by Foster (6th edition),

SERVQUAL. A survey instrument designed to assess service quality along five specific dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
Retrieved from "https://wiki.cnmcyber.com/w/index.php?title=SERVQUAL&oldid=49074"