Lecture 4: Measuring PSQ (ServQual)

Question 1

What are the five narrowed down dimensions of the american perspective servqual?

Answer 1

• Tangibles
• Reliability
• Responsiveness
• Empathy
• Assurance

Question 2

What are three types of constructs?

Answer 2

• Attribute level
• Global elvel
• Measuring socio-demographics

Question 3

What are the shortcomings of Servqual?

Answer 3

1. People take expectations into account when asked for perception
2. Increase in amount of items
3. Consumers adjust the expectations

Question 4

What are three points of criticism on Servqual?

Answer 4

• Generalizability of items and dimensions
• Measuring Importance
• Indirect