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Servqual approach


Servqual stands for SERVice QUALity. The servqual approach is a standardised method of measuring the service quality as a difference between the performance that is expected by customers and the delivered performance.

From this difference between expectations and actual experience the customer satisfaction is determined. The modell was developed by Zeithaml, Parasuraman and Berry.

See also:
Service quality
Expectations
Customer satisfaction
Servimperf approach
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Market research glossary

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