| Автор | McDougall, Gordon H.G. |
| Автор | Levesque, Terrence J |
| Дата выпуска | 1995 |
| dc.description | This research examined two major issues of concern to service marketers; the dimensions hat comprise service quality and the approach to service quality measurement. On the basis of two empirical investigations, one a replication of SERVQUAL and the second employing a revised set of service quality items, it was con- cluded that in the retail banking sector, (1) performance measures, as opposed to performance and expectation measures, are a superior and efficient method for measuring service quality, and (2) service quality is comprised of three underlying dimensions related to process, wt- comes, and tangibles. As well, features that enhanced the customers use of the service appeared to be related to service quality. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | A Revised View of Service Quality Dimensions |
| Тип | research-article |
| DOI | 10.1300/J090v11n01_13 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 11 |
| Первая страница | 189 |
| Последняя страница | 210 |
| Аффилиация | McDougall, Gordon H.G.; Professor of Marketing, School of Business and Economics, Wilfrid Laurier University, Waterloo, ON, N2L 3C5, Canada, mcdouga@wlu.ca |
| Выпуск | 1 |
