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Autor/inn/en | Fogarty, Gerard; Catts, R.; Forlin, C. |
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Titel | Identifying Shortcomings in the Measurement of Service Quality. |
Quelle | In: Journal of Outcome Measurement, 4 (2000) 1, S.431-52 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
ISSN | 1090-655X |
Schlagwörter | Adults; Consumer Science; Foreign Countries; Performance Based Assessment; Test Use; Australia |
Abstract | 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) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |