Performance-only measurement of service quality: a replication and extension

Brady, Michael K.; Cronin, J. Joseph; Brand, Richard R.

doi:10.1016/s0148-2963(00)00171-5

Cited by 697 publications

(519 citation statements)

References 60 publications

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“…Further, a SERVPERF model version has been extracted from the SERVQUAL model (Cronin and Taylor 1992), assuming only customers' perceptions when evaluating perceived service quality. This model demonstrated superiority to SERVQUAL in some aspects, and it has been used when focusing on customer perceptions of quality (Dlačić et al 2014;Brady, Cronin and Brand 2002;Cronin and Taylor 1992). Grönroos (1984), who belongs to the so-called "Nordic" perspective, also defines his service quality model based on the disconfirmation paradigm.…”

Section: Overview Of Service Quality Modelsmentioning

confidence: 99%

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Babić-Hodović

Arslanagić-Kalajdžić

Imsirpasic³

2017

South East European Journal of Economics and Business

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Section: Overview Of Service Quality Modelsmentioning

confidence: 99%

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Babić-Hodović

Arslanagić-Kalajdžić

Imsirpasic³

2017

South East European Journal of Economics and Business

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“…More recently, evidence has been pointing towards perceptions-only measures as being more psychometrically robust (Brady et al 2002;Cronin & Taylor 1992;Dabholkar et al 2000). As a result, it is now more common to see perceptions-only subsets of the SERVQUAL battery being applied to measure service quality (e.g., Cronin et al 2000;Keillor et al 2004;Hartline & Ferrell 1996;Laroche et al 2004;Witkowski & Wolfinbarger 2002).…”

Section: Service Qualitymentioning

confidence: 99%

Outcomes of service encounter quality in a business-to-business context

Jayawardhena

Souchon

Farrell

et al. 2007

Industrial Marketing Management

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Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-tobusiness setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

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“…When it is applied in conjunction with the SERVQUAL scale, the SERVPERF has outperformed the SERVQUAL scale [8], [11], [18], [19]. It is also able to explain greater variance in the overall service quality measured through the use of single-item scale [20]. Although the application is still lagging behind the SERVQUAL, researchers have increasingly started utili-zing the performance-only measure of service quality.…”

Section: Discussionmentioning

confidence: 99%

Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis

et al. 2016

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Abstract. Service providers in this highly competitive market are demanded to find ways to attract new customers, retain existing customers, and pursue customers' loyalty. The quality of the service which has to deliver to the customers has been considered as a critical factor for the success of the service providers by a reason of its close connection to customer satisfaction. This paper aimed to assess the service quality of the service firms and identify what dimensions they have to prioritize to attain the customer satisfaction. SERVPERF model was employed to achieve the first objective while importance-performance analysis was utilized for the second objective. A case study was conducted in Ahmad Yani International Airport, Indonesia, to demonstrate the applicability of the method.

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Performance-only measurement of service quality: a replication and extension

Cited by 697 publications

References 60 publications

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Outcomes of service encounter quality in a business-to-business context

Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis

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