SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

Cronin, J. Joseph; Taylor, Steven A.

doi:10.2307/1252256

Cited by 1,357 publications

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“…In agreement to Setó (2005), some of quality service measurement models more pervaded are the model of differences between expectations and perceptions, the five dimensions of service model, gaps model of service quality, Servqual scale designed by the investigators like Parasuraman et al (1985), diffused in numerous publications, and the Servperf scale designed by Cronin and Taylor (1994). Besides, the Servqual methodology is based on direct surveys applied to customers and incorporates quantitative and qualitative aspects.…”

Section: Introductionmentioning

confidence: 95%

Adapting the Servqual Scale to a Private Hospital Emergency Services: An Empirical Investigation

Ibarra¹,

M²,

Partida³

2014

CBR

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Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a quality evaluation culture in the services offered to their clients. To do this, procedures and methods that let them achieve it, have been implemented. That is the case of the model that concedes to measure and evaluate service quality, which is redefined and named Servqual, considering a multidimensional theoretical construct that explains the client's perception of quality service considering the differences between what is expected and what is received.Therefore, the goal of this study is to identify the factors that define the quality of emergency services provided by a private hospital in Hermosillo, Sonora, Mé xico, a sample of 384 patients, with a confidence level of 95% and a margin of permissible error of 5%. A questionnaire with 22 items was applied to measure the perceptions and expectations of users in terms of the quality of the service, which was subjected to an extensive evaluation of reliability and construct validity, with an estimate Cronbach's alpha of 95.6% and 97.9% respectively. The results showed that Servqual is a valid, reliable, and dependable instrument to monitor and measure the quality of the services offered in private hospitals in Hermosillo, and permit hospital administrators to identify opportunities or improvement areas, from the patients' perspective.

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Section: Introductionmentioning

confidence: 95%

Adapting the Servqual Scale to a Private Hospital Emergency Services: An Empirical Investigation

Ibarra¹,

M²,

Partida³

2014

CBR

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“…Para tanto, discutem e testam empiricamente qual a abordagem mais adequada para a avaliação da qualidade, se através da Teoria da Desconfirmação das Expectativas de Parasuraman et al (1985;1988) e Oliver (19801993). Ou, por outro lado, se é através da concepção da avaliação de desempenho adotada Cronin & Taylor (1994), entre outros. Os autores testaram duas hipóteses principais, a primeira afirma que a qualidade percebida possui maior influência total na explicação do comportamento futuro (fidelidade) que a satisfação.…”

Section: Modelo De Baker and Crompton (2000)unclassified

“…O "e²" representa o erro máximo permitido que, para fins desta investigação, foi estimado em 5% como preconizado por Corrar et al (2007 O instrumento de coleta de dados foi do tipo questionário, baseado em outros instrumentos amplamente reconhecidos na literatura internacional de serviços, tais como o SERVQUAL de Parasuraman, Zeithaml & Berry (1985;1988) e SERVPERF de Cronin & Taylor (1994). Cabe ressaltar, que foi utilizada a concepção teórica de avaliação apenas de desempenho, sendo, de tal modo, condizente com a concepção do SERVPERF.…”

Section: Metodologia Da Pesquisaunclassified

“…Assim como, os constructos qualidade, satisfação e fidelidade que também apresentam elevado número de estudos tanto na área de serviços (de modo amplo), como, por exemplo, Oliver (1993), Parasuraman, Zeithaml & Berry (1985;1988), Cronin & Taylor (1994), Johnson (2001) entre outros, como também, especificamente, para a área de turismo, principalmente no que diz respeito a sua relação causal (Chi & Qu, 2008;Bosque & Martín, 2008;Zabkar et al, 2009;Tsang & Qu, 2000;Yoon & Uysal, 2005;Correia & Pimpão, 2005;Rimmigton & Kozak, 2000).…”

Section: Introductionunclassified

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Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN

Chagas

Sampaio

Santos

2013

RBTUR

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Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN Analysis of tourism destination image influence on satisfaction e loyalty to sun and sea tourism destinations: A study in Natal/RN Análisis de la influencia de la imagen de el destino en la satisfacción y fidelidad en los destinos turísticos de sol y playa: Un estudio realizado en Natal/RN Chagas, M. M., Sampaio, L. M. B., Santos, K. E. B. Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: um estudo em Natal/RN ou seja, a imagem de destinos afeta direta e fortemente o processo de satisfação e fidelização de turistas. Além disso, a qualidade exerce também influência significativa na satisfação e fidelização. From the results, it was concluded that tourism destination image influences satisfaction and loyalty. Moreover, quality seems to be other important dimension for the satisfaction and loyalty process. Palavras

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“…Parasuraman, Zeithaml, y Berry (1988), desarrollan la primera investigación relevante en el campo de la medición de la calidad de servicio basándose en el paradigma disconfirmatorio de las expectativas, que postula que cuando la ejecución de un servicio iguala o supera lo esperado emerge la calidad de servicio. Este modelo culminó con el instrumento denominado SERVQUAL (Service Quality) estructurado en dos grandes bloques (expectativas y percepciones) para los que proponen la existencia de cinco dimensiones (elementos tangibles, fiabilidad, empatía, capacidad de respuesta y seguridad), convirtiéndose hasta la actualidad en una de las herramientas de evaluación más empleadas mediante múltiples adaptaciones (Calabuig & Crespo, 2009;García et al, 2012;Getz, O'Neill, & Carlsen, 2001;McDonald, Sutton, & Milne, 1995), aunque profundamente cuestionada por Cronin y Taylor (1992) quienes propusieron la escala SERVPERF para la medición de la calidad del servicio mediante las percepciones, justificando que dichas percepciones manifestadas por los participantes ya llevan implícita la comparación con algún tipo de ideal, siendo innecesario preguntar por las expectativas de forma separada (Cronin & Taylor, 1994;Saurina, 1997).…”

Section: Introductionunclassified

Development and validation of a questionnaire to assess perceived quality in sports services

Ruíz¹,

Morales‐Sánchez²

2015

CCD

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ResumenEl objetivo del presente estudio fue examinar la estructura factorial del Cuestionario de Evaluación de la Calidad Percibida en Servicios Deportivos. Para ello se realizaron tres estudios diferentes con una muestra total de 867 usuarios (426 hombres y 431 mujeres), con edades comprendidas entre los 14 y los 81 años. Los resultados mostraron que el instrumento presenta adecuadas propiedades psicométricas. El índice de discriminación de los ítems mostró valores superiores a .40 y el nivel de consistencia interna fue adecuado en todas las subescalas ( > 0,75). El análisis de componentes principales mostró una solución estable compuesta por once factores, que explicaban más del 50% de la varianza en cada una. Los índices de bondad de ajuste para el modelo obtenido y puesto a prueba mediante análisis factorial confirmatorio fueron adecuados. Además, esta estructura dimensional se mostró invariante en función del género, mostrando equivalencia factorial y métrica. Futuros estudios deberían aplicarse a servicios de naturaleza y titularidad diferente, así como examinar la invarianza de medición en otras culturas.Palabras clave: calidad de servicio, evaluación de la calidad, servicios deportivos, calidad percibida. AbstractThe aim of this research was to examine the factorial structure of a questionnaire to assess perceived quality in sports services. For this purpose, three different studies were performed with a total sample of 867 users (426 men and 431 women), age between 14 and 81 years. The results showed that the instrument has adequate psychometric properties. The discrimination index of the items showed values above .40 and the level of internal consistency was adequate in all subscales ( > 0.75). Principal component analysis showed a stable structure composed of eleven factors, which explained more than 50% of the variance in each subscale. The confirmatory factor analysis indicated an adequate goodness-of-fit-indexes for the model obtained. Additionally, through a multi-group analysis, the findings indicate that the dimensions are not significantly different among gender, showing structural and metrical equivalence. Futures studies should apply different nature and ownership to services, as well as examine the measurement invariance in other cultures.Key words: service quality, quality assessment, sports services, perceived quality. IntroducciónLa calidad supone una estrategia de diferenciación al representar un mayor potencial de éxito (Al-Dweeri, 2011), convirtiéndose en uno de los constructos de mayor interés en el contexto de la gestión y los servicios deportivos dentro de las investigaciones actuales, más aún teniendo en cuenta el entorno al que se enfrentan las organizaciones de servicios, con cambios en las necesidades de los clientes y con una extensa diversidad en cuanto a demanda. La capacidad de una organización para ser competitiva y retener al usuario no sólo depende del desarrollo de servicios personalizados e innovadores, o en el feedback mutuo e inmediato con sus usuarios (Al-Dweeri, 20...

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SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

Cited by 1,357 publications

References 0 publications

Adapting the Servqual Scale to a Private Hospital Emergency Services: An Empirical Investigation

Adapting the Servqual Scale to a Private Hospital Emergency Services: An Empirical Investigation

Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN

Development and validation of a questionnaire to assess perceived quality in sports services

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