In this study, we analyze the quality of Undiksha library services by analyzing the role of each factor in obtaining students' satisfaction level according to servqual
model (tangible, reliabitity, responsiveness, assurasnce, and empathy), achievement motivation of Undiksha students and GPA (grade point average) obtained by students.
(2002a) also criticized efficacy of SERVQUAL
in measuring customer's perceived service quality with respect to its reliability, validity and dimensionality across industrial settings and evaluated that the instrument failed to incorporate certain important constituents of measuring service quality.
As an alternative to evaluate the quality of services provided in the study context, it was started from the use of a consecrated scale, the SERVQUAL
scale (Parasuraman, Zeithaml and Berry, 1988), seeking to answer the following central research question: How are the dimension and following attributes of service quality of ceramic brick and concreate block breaking provide by LBTEC evaluated?
Fleischman GM, Johnson EN, Walker KB (2017) An exploratory investigation of management accounting service quality dimensions using servqual
PZB 1985 found SERVQUAL
to be reliable and valid for all five service categories.
Consumer perceptions of service quality: An assessment of the SERVQUAL
dimensions, Journal of Retailing, 66(1), 33-55.
A partir de este estudio, a traves de los anos se han realizado en diferentes paises escalas modificadas para evaluar calidad en servicios de salud basadas en el esquema general de Servqual
. A continuacion, se presenta el resumen de los resultados de algunos articulos relevantes sobre validacion de instrumentos para evaluar la calidad percibida por los usuarios en los servicios de salud.
Key Words: service quality, dental out-patient department, SERVQUAL
Among the quality of service measurement models in the literature, SERVQUAL
service quality measurement developed by Parasuraman (1985) was adopted for the currents study.
Despite all the criticism, SERVQUAL
is highly recognized in provisions of its appropriateness in services sector.
According to Pauna (2016), SERVQUAL
as defined by Parasuraman, Zeithalm, Berry (1988), is a measuring scale that has multiple elements that can be used to better understand consumers' expectations and perceptions on services they received.