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According to the multiplicity of objections against the SERVQUAL method the other alternative concepts of a comprehensive measurement of quality of different service areas began to appear gradually (trying to overcome the shortcomings of SERVQUAL). They are mainly modifications to the base method, and in most cases differ only in the number and the ingredients of dimensions of quality. There are many modifications of SERVQUAL scale related to the various service areas. In this paper, there are presented a few of them, namely: LODGSERV, BANKSERV, DINESERV, HOLSERV, E-QUAL, HISTOQUAL, SITEOQUAL, WEBQUAL, ECOSERV ES-Qual, and eTransQual. The analysis and discussion show that the quantity, and also the names of some dimensions of quality, are different from those, proposed in 5-dimensional SERVQUAL model (although in the case of two scales - DINESERV and LODGESERV obtained dimensions proved to be completely coincide with the dimensions of SERVQUAL). SERVQUAL model in all cases is only the input concept. Each of the research team made modifications to this measuring instrument, adapting it each time to the specifics of particular type of service, as well as other situational factors affecting on customer perception of service quality.
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17--20
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Bibliogr. 20 poz.
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Bibliografia
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- 3. Falces C., Sierra B., Becerra A.L., Brińol R, HOTELQUAL: una escala para medir calidad percibida en servicios de alojamiento, Estud Tur 1999, vol. 139, s. 95-110.
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- 8. Khan M., ECOSERV.Ecotourists’ QualityExpectations, Annals of Tourism Research 2003, vol. 30(1), s. 109-124.
- 9. Knutson B., Stevens P, Wullaert C., Patton M., Yokoyama F., LODGSERV: a service quality index for the lodging industry, Hospitality Research Journal 1990, vol. 14(2), s. 227-284.
- 10. Koerner M.M., The Conceptual Domain of Service Quality for Inpatient Nursing Services, Journal of Business Research 2000, vol. 48, s, 267-283.
- 11. Loiacono E.T., Watson R.T., Goodhue D.L., WEBQUAL: A measure of website quality, w: K. Evans, L. Scheer (red.), Marketing Educators’ Conference: Marketing Theory and Applications, 2002, s. 432-437.
- 12. MacKay K.J., Crompton J.L., Measuring the quality of recreation services, Journal of Park and Recreation Administration 1990, vol. 8(3), s. 47-56.
- 13. Mei A.W.O., Dean A.M., White C.J., Analyzing service quality in the hospitality industry, Managing Service Quality 1999, vol. 9(2), s. 136-143.
- 14. Nelson S.L., Nelson T.R., RESERV: An instrument for measuring real estate brokerage service quality, Journal of Real Estate Research 1995, vol. 10(1), s. 99-113.
- 15. O’Neill M., Charters S., Service quality at the cellar door: Implications for Western Australia’s developing wine tourism industry, Managing Service Quality 2000, vol. 10(2), s. 112-122.
- 16. Parasuraman A., Zeithaml V.A., Berry L.L., SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing 1988, vol. 64 (1)
- 17. Parasuraman A., Zeithaml V.A., Malhotra A., E-S-QUAL: a multiple-item scale for assessing electronic service quality, Journal of Service Research 2005, vol. 7(3), s. 213-233.
- 18. Stevens P, Knutson B., Patton M., DINESERV: a tool for measuring service quality in restaurants, Cornell Hotel and Restaurant Administartion Quarterly 1995, vol. 36, nr 2, s. 56-60.
- 19. Stoma M., Badanie jakości usług metodą SERVQUAL – więcej zalet czy wad?, Problemy Jakości 2009, nr 10.
- 20. Yoo B., Donthu N., Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL), Quarterly Journal of Electronic Commerce 2001, vol. 2(1), s. 31-46.
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Bibliografia
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bwmeta1.element.baztech-article-BAT9-0015-0082