An empirical assessment of the SERVQUAL scale

Article Abstract:

The SERVQUAL scale is a measurement of service quality as seen by customers. The participation of an electric and gas utility firm's management and a survey of its household customers were instrumental in the analysis of concepts and methods used in SERVQUAL. Results showed that measurement of service quality has to be improved since attempts to duplicate its structure were unsuccessful. A better understanding of the intricacies of service quality perception is needed and different measurement methods of the scale should be developed.

Evaluation, Customer service

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Test of market efficiencies using experimental electronic markets

Article Abstract:

The semi-strong form category of efficient market hypothesis (EMH) proves to be effective in explaining market efficiencies under experimental electronic markets. The semi-strong form EMH category supports an analysis finding suggesting a positive relationship between information quality and trading profits. The investigation, which was conducted through the help of technological innovations and a laboratory environment, has also belied a belief based on strong form of EMH.

Market Research, Research, Analysis, Marketing research, Electronic marketing

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Assessment of the three-column format SERVQUAL: An experimental approach

Article Abstract:

The revised SERVQUAL questionnaire to measure service quality is examined.

Surveys, Employee performance appraisals, Performance appraisals

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