Glossary

Servimperf approach

Servimperf is an abbreviation for SERVice IMportance and PERFormance. The servimperf approach is a standardised method of measuring service quality. The quality is judged by two dimensions: the importance component and the performance component.

The importance and the perceived performance can be inserted into an importance-performance-matrix which helps to visualise the results and to develop useful strategies of action. The servimperf approach allows a focused management of service quality to increase the level of customer satisfaction. The modell was developed by Cronin and Taylor.