Quality of Services: a comparative analysis between SERVQUAL and SERVPERF
Since the 1980s it has been discussed how to measure the quality of the services provided, especially since more and more some type of service is associated with the products sold. However, the scale proposed by Parasuraman, Zeithaml and Berry, named SERVQUAL, is not unanimous until today. In additi...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2017 |
| País: | Brasil |
| Institución: | Universidade Federal de Pernambuco (UFPE) |
| Repositorio: | Journal of Perspectives in Management |
| Idioma: | portugués |
| OAI Identifier: | oai:oai.periodicos.ufpe.br:article/231693 |
| Acceso en línea: | https://periodicos.ufpe.br/revistas/index.php/jpm/article/view/231693 |
| Access Level: | acceso abierto |
| Palabra clave: | Quality SERVQUAL SERVPERF Calidad de los Servicios Qualidade de Serviços |
| Sumario: | Since the 1980s it has been discussed how to measure the quality of the services provided, especially since more and more some type of service is associated with the products sold. However, the scale proposed by Parasuraman, Zeithaml and Berry, named SERVQUAL, is not unanimous until today. In addition to the criticisms on various aspects, including statistics, the SERVPERF scale achieves equal or better results than its predecessor, but it is not unanimous either. In summary, SERVQUAL presents 22 variables arranged in the following dimensions: tangible, reliability, receptivity, security and empathy. SERVPERF uses the same variables and dimensions, however, instead of analyzing the gap between the expectations and the performance of the service performed, it captures the perception of the customer only after consumption of the service. The present essay, from the service marketing literature, sought to point out the advantages and disadvantages of each of these scales and thus propose to the scientific community a new and more reasoned debate about the presented scales. The study demonstrated the growth of interest in the theme and as contribution pointed out the main advantages and disadvantages of each of these scales. |
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