Statements (23)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
concept
|
| gptkbp:alsoKnownAs |
SERVQUAL
|
| gptkbp:basisFor |
customer satisfaction research
service quality improvement |
| gptkbp:developedBy |
gptkb:Leonard_Berry
gptkb:A._Parasuraman gptkb:Valarie_Zeithaml |
| gptkbp:dimensions |
empathy
reliability assurance responsiveness tangibles |
| gptkbp:focusesOn |
service quality assessment
|
| https://www.w3.org/2000/01/rdf-schema#label |
Service Quality Model
|
| gptkbp:introducedIn |
1985
|
| gptkbp:measures |
gap between customer expectations and perceptions
|
| gptkbp:publishedIn |
gptkb:Journal_of_Retailing
|
| gptkbp:relatedTo |
customer experience
service delivery |
| gptkbp:usedIn |
marketing
service management |
| gptkbp:bfsParent |
gptkb:SERVQUAL_model
|
| gptkbp:bfsLayer |
7
|