Adil, Dr. Odai Falah Mohammad Al Ghaswyneh & Alaa Musallam Albkour. Abstract: This research uses SERVQUAL to analyze Anil K. Bhatt, 2Divya Sahil Bhanawat 1Professor, Pacific Institute of Business Studies, Udaipur, Rajasthan, India 2Research Scholar, Pacific Institute of Higher Education and Research University, Udaipur. Measuring Customer Satisfaction Using ServQual Model – An Empirical Study 1Dr. engineering research environment, this paper investigates the service quality perceptions of pro- fessional system users and reports 1) the relative importance of each of the five SERVPERF di- mensions, and 2) the moderating effect of each dimension’s importance in the opinion of the sys- In this research, Parasuraman et al. model discussed in order to represent the best fit model in the service quality measurement. Some of the additional factors included communication, courtesy, credibility, understanding customers, and access. The objective of research was to find the customer’s expectations &’ perceptions towards the insurance companies regarding the service quality & to compare the customers’ perception with regard to service quality in public and private insurance companies. SERVQUAL model. This document is prepared as above: The preliminary section provides a brief overview of the quality of Aligarh Muslim University, Aligarh, India Abstract - In India, the service sector has assumed greater economic importance over the past decade and enjoys the largest share in GDP. Secondary research and Keywords: Customer satisfaction, service quality, food reliability Abstract ery business needs not only to retain its current customers but also The objective of study is to construct comprehensive model of The 22 statements SERVQUAL model … (1985) stated that the overlapping among these ten dimensions of service quality maybe occurred and suggested that further research should be conducted. Cite this document 2 This paper will investigate the customers’ feeling about the insurance companies’ reliability,competence,responsiveness and fulfillment of the promises ... Management Service Quality and SERVQUAL; Management Service Quality and SERVQUAL - Research Paper Example. 2014 the major dimensions of concept. Therefore, SERVQUAL model was further developed and emerging the modified version of SERVQUAL model. International Journal of Academic Research in Business and Social Sciences February 2015, Vol. In the early stage of the development of SERVQUAL’s 22 questions, a much broader range of questions and factors were considered. Other significant conceptual and empirical studies in this research stream suggest that service quality is comprised of service product, service environment, and service delivery, or consists of interaction quality, physical environment quality, and outcome quality. SERVQUAL is a multidimensional research instrument, designed to measure service quality by capturing respondents’ expectations and perceptions along the five dimensions of service quality. (1985) and engenders five determinants of service quality presented in order of importance, reliability, responsiveness, assurance, empathy and tangibles. 5, No. service quality.However, the most popular model for measuring service quality is the SERVQUAL model developed by Parasuraman et al. (Karatepe 2013.) Research focused on investigating ... Our work marks a departure from this literature by assessing the SERVQUAL model to evaluate the quality of services of a store. SERVQUAL. SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research By Mohd. service quality best model has been used extensively to access the quality of retail / banking /hotel and hospitality industry however fewer approaches were reported in telecom industry. The main objective of this paper is to present and analyse the findings of research which aims ... a questionnaire which was based on the SERVQUAL model. Comments (0) Add to wishlist Delete from wishlist.