Servqual维度的实证研究

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1998-04-01 DOI:10.1080/02642069800000017

Sylvie Llosa, Jean-Louis Chandon, Chiara Orsingher

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引用次数: 228

摘要

本文描述了一个名为SERVQUAL的衡量服务质量的量表。首先，描述了量表的概念框架及其发展步骤。其次，对SERVQUAL的几项重复研究提出的批评进行了回顾。最后一部分着重于尺度的维度。SERVQUAL量表的22个项目是否清晰地唤起了客户对Parasuraman等人[1988]定义的五个服务质量维度的印象?一项实证研究表明，一个维度，“有形”，被清楚地感知到，然后是“同理心”。其他三个维度，“可靠性”，“保险”和“响应性”，在客户的脑海中是混乱的。

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An Empirical Study of Servqual's Dimensionality

This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients’ mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, ‘Tangibles’, is clearly perceived followed by ‘Empathy’. The three other dimensions, ‘Reliability’, ‘Insurance’ and ‘Responsiveness ', are confused in the client's mind.

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.