Difference between revisions of "SERVQUAL"
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Latest revision as of 07:01, 7 June 2020
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.
