Some Problems and Modifications when Using SERVQUAL Scale Measuring Service Quality
Some Problems and Modifications when Using SERVQUAL Scale Measuring Service Quality
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发表时间：
2006
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通讯作者：
Tian Peng
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作者：
Tian Peng
Measuring service quality is critical to organizations in service industries,and SERVQUAL scale is the most prevailing instrument addressing this issue.However,a series of problems have emerged in practices.The authors categorize and analyze these problems,and demonstrate them under the context of power supply service industry.Then,a further study is performed to perfect SERVQUAL,and a new scale is developed,which shows better quality than the original SERVQUAL scale empirically.
