Öz
Quality in products and services has bccomc a pivotal concern of the 1980’s. While quality in tangible goods has been described and measured by the organizations, quality in services is more difficult to measure because of intangibility, insepcrabilty, hcterogenily, and perishability features of the services.The purpose of this study is to introduce a Conceptual Model of Service Quality and Servqual Analysis which are used in the measurement of service quality. This model and Servqual Analysis was developed by Paras u rani an, Zeithaml and Berry. The Conceptual model has been used as a framework for understanding, measuring and improving service quality.Parasuraman, Zeithaml and Berry has defined the concept of service quality and the factors that influence it by identifying four gaps occuring in the organizations. These four gaps cause quality problems in services. These quality problems resuit in a fifth gap which can be defined as the difference between customer expectations of the service and perceptions related to the service. This difference is defined by Parasuraman. Zeithaml, and Berry as the service quality.
Öz
Ayrıntılar
| Diğer ID | JA86GU87NJ |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 1 Aralık 1999 |
| Yayımlandığı Sayı | Yıl 1999 Cilt: 1 Sayı: 3 |