SERVQUAL (Service quality framework)
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found: Work cat.: Pitt, L.F. Applicability of the SERVQUAL instrument under South African conditions, 1991:p. ii (an apparently reliable and valid instrument for the measurement of service quality)
found: Wikipedia, Oct. 6, 2010(SERVQUAL or RATER is a service quality framework; developed in the mid eighties by Zeithaml, Parasuraman & Berry; originally measured on 10 apsects of service quality: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding or knowing the customer and tangibles; measures the gap between customer expectations and experience; by the early nineties the authors refined the model to the useful acronym RATER: Reliability, Assurance, Tangibles, Empathy, and Responsiveness)
found: Scribd.com web site, Aug. 6, 2010(The gap analysis helps to identify the causes of service quality in each of the RATER dimensions)
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Change Notes
2010-08-06: new
2010-09-07: revised
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