SERVQUAL

Definition: SERVQUAL is a method for measuring service quality. The method was created during the 1980’s as part of research projects within the field of marketing. The model is based on the premise that the best way to measure service quality is to base it on the customer’s experience of quality. In SERVQUAL, quality is defined by the gap between what a customer expects and what the customer perceives. SERVQUAL breaks service quality down to five basic dimensions; reliability, assurance, tangibles, empathy and responsiveness, often referred to as RATER. Source: Livework Studio Ltd References: V. A. Zeithaml, A. Parasuraman and L. L. Berry,Source: Livework Studio Ltd Delivering Service Quality: Balancing Customer Perceptions and Expectations, The Free Press, 1990, ISBN 0029357012