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Przykłady modyfikacji skali SERVQUAL

Stoma M.

Problemy Jakości

2010

R. 42, nr 5

17-20

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.