Comparison of SERVQUAL and SERVPERF metrics: an empirical study

Purpose – The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in their outcomes significantly or concur with each other. Hence, empirical investigation regarding the concurrence or difference of the two instruments is the purpose of this paper.Design/methodology/approach – The research is qualitative (meta‐analysis of service quality literature) and quantitative (application of standard statistical procedures to test hypothesis). A pilot test of 35 students was conducted followed by a stratified random sampling of 84 students each for SERVQUAL and SERVPERF. Data collection was through a self‐administered questionnaire.Findings – The empirical study proves that there is a significant difference in the outcomes of the two metrics. The implications of the study are based on the combined use of the two instruments. The research identified that tangibles and reliability are the two dimensio...

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