A service quality model developed by a group of American authors, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry in 1985.; 5 factors of service quality are Reliability, Assurance, Tangibles, Empathy and Responsiveness creaating an acronym RATER.; 5 gaps were identified by SERVQUAL authors that may cause customers to experience poor service quality.;
A service quality model developed by a group of American authors, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry in 1985.
5 factors of service quality are Reliability, Assurance, Tangibles, Empathy and Responsiveness creaating an acronym RATER.
5 gaps were identified by SERVQUAL authors that may cause customers to experience poor service quality.
GAP 1: between customer expectations and management perceptions.
GAP 2: between management perception and quality specification.
GAP 3: between service quality specification and service delivery.
GAP 4: between service delivery and external communication.
GAP 5: between expected service and experienced service.
Determinants influencing gaps are Competence, Courtesy, Credibility, Security, Access, Communication, Know the customer, Tangibles, Reliability, Responsiveness.
Nyeck, Morales, Ladhari and Pons (2002) stated that SERVQUAL tool appears to remain most complete attempt to conceptualize and measure service quality.
It is used in services industries such as healthcare, banking, financial services and education.