ERIC Number: EJ624134
Record Type: Journal
Publication Date: 2000
Reference Count: N/A
Identifying Shortcomings in the Measurement of Service Quality.
Fogarty, Gerard; Catts, R.; Forlin, C.
Journal of Outcome Measurement, v4 n1 p431-52 2000
Studied the use of SERVPEFR the performance component of the Service Quality Scale (SERVQUAL) in 2 studies involving 113 and 212 customers of businesses in Australia and investigated a revised (extended) version of SERVPEFR with 122 customers. Results suggest that SERVPEFR items are too easy to rate highly, and that the revisions did not overcome this problem. (SLD)
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Australia