Statements (28)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
service quality assessment model
|
| gptkbp:appliesTo |
banking
education healthcare hospitality |
| gptkbp:assesses |
gap between customer expectations and perceptions
|
| gptkbp:basisFor |
gap analysis
|
| gptkbp:criticizedFor |
cultural bias
dimensional instability |
| gptkbp:developedBy |
gptkb:Leonard_Berry
gptkb:A._Parasuraman gptkb:Valarie_Zeithaml |
| gptkbp:dimensions |
empathy
reliability assurance responsiveness tangibles |
| gptkbp:fullName |
gptkb:Service_Quality_Model
|
| https://www.w3.org/2000/01/rdf-schema#label |
SERVQUAL model
|
| gptkbp:introducedIn |
1985
|
| gptkbp:measures |
service quality
|
| gptkbp:publishedIn |
gptkb:Journal_of_Retailing
|
| gptkbp:relatedTo |
gptkb:RATER_model
gptkb:service_quality_gap_model |
| gptkbp:usedIn |
marketing
service management |
| gptkbp:bfsParent |
gptkb:Leonard_Berry
|
| gptkbp:bfsLayer |
6
|