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Lanfranchi Maurizio (University of Messina, Italy), Gianetto Carlo (University of Messina, Italy), Souca Maria Luiza (Babeş-Bolyai University)
SERVQUAL - Measuring and Evaluating Service Quality and Customer Satisfaction
Servqual - pomiar i ocena jakości usług i zadowolenia klienta
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia, 2012, nr 50, s. 177-186, bibliogr. 25 poz.
Jakość usług, Modele ekonomiczne, Teoria ekonomii
Quality of services, Economic models, Economic theory
streszcz., summ..
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)

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)
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  8. Cronin J.J., Taylor S. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus expectations measurement of service quality. "Journal of Marketing", Vol. 58: 125-131.
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