Servperf
The SERVPERF method was developed by Cronin / Taylor in 1992 due to criticism of the satisfaction- oriented Servqual model.
The attitudinal SERVPERF approach assumes that subjects using the service quality evaluate a provider automatically make a comparison between perceived and expected service quality. Based on these considerations, the separate collection of customer expectations is considered superfluous. Therefore, a quality measurement is carried out solely on the basis of the perception component of SERVQUAL. The perception of services is carried out along five dimensions using a seven-point Likert scale. These dimensions are reliability, sovereignty, material assets, empathy and responsiveness. A summation of the individual ratings of the 22 questionnaire items provides information about the quality level. The authors consider the approach to be one-dimensional, so the five SERVQUAL dimensions are not assumed.
literature
- Cronin, J./Taylor, S .: Measuring Service Quality: A Reexamination and Extension, in: Journal of Marketing, Vol. 56, No. 3, 1992, pp. 55-68.
- Cronin, J./Taylor, S .: SERVPERF versus SERVQUAL: Reconciling Performance Based and Perception Minus Expectations Measurement of Service Quality, in: Journal of Marketing, Vol. 58, No. 1, 1994, pp. 125-131.
Individual evidence
- ↑ Service Performance (SERVPERF) customer survey. Retrieved June 2, 2020 .