SERVQUAL - Measuring and Evaluating Service Quality and Customer Satisfaction

• Autorzy: Maurizio Lanfranchi , Carlo Gianetto , Maria Luiza Souca

Warianty tytułu

Servqual - pomiar i ocena jakości usług i zadowolenia klienta

• Języki publikacji: EN

Abstrakty

EN

Introduced in 1985, together with the Gap Model, as a result of the research conducted on service quality by Parasuraman, Zeithaml and Berry, the SERVQUAL model has been used in identifying the ways in which service quality and, implicitly, customer satisfaction could be achieved and improved. However, as further research has proven, the model is not without flaws, a fact that has contributed to its several reassessments and the creation of a rival, based on the performance paradigm - the SERVPERF model (Cronin & Taylor, 1992). Since none of the proposed modifications for the SERVQUAL, nor the new models promoted by service literature and practice could be considered perfect solutions, the objective of this article is to evaluate the main criticism related to SERVQUAL, how the model has been modified and used, and to offer an opinion whether the SERVQUAL model is superior to the other proposed alternatives in both literature review and in practice with implications for the service industry. (original abstract)

Wprowadzony w 1985 roku wraz z modelem luk, model SERVQUAL powstał w wyniku badań nad jakością usług, jakie przeprowadzili A. Parasuraman, V. Zeithaml i L. Berry. Model SERVQUAL stosowano w identyfikacji sposobów poprawy jakości usług i, pośrednio, zadowolenia klienta. Dalsze badania dowiodły jednak, że model nie jest bez wad, co przyczyniło się do jego wielokrotnych korekt i powstania konkurencyjnego, opartego na paradygmacie wydajności, modelu SERVPERF (Cronin i Taylor, 1992). Ponieważ żadnej z proponowanych poprawek do SERVQUAL, ani nowych modeli promowanych w praktyce i literaturze usługowej, można uznać za doskonałe rozwiązanie, celem niniejszego artykułu jest ocena krytyki związanej z SERVQUAL. Zbadano jak model był modyfikowany i stosowany i oceniono czy model SERVQUAL jest lepszy od innych proponowanych rozwiązań, zarówno w przeglądzie literatury i w praktyce, i jego wpływ na branżę usługową. (abstrakt oryginalny)

Słowa kluczowe

EN

Quality of services; Economic models; Economic theory

PL

Jakość usług; Modele ekonomiczne; Teoria ekonomii

• Czasopismo: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia
• Rocznik: 2012
• Numer: nr 50
• Strony: 177--186

Twórcy

autor

Maurizio Lanfranchi

• University of Messina, Italy

autor

Carlo Gianetto

• University of Messina, Italy

autor

Maria Luiza Souca

• Babeş-Bolyai University

Bibliografia

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