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Measuring Service Quality

In: Quality Management for Services

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  • Manfred Bruhn

    (University Basel)

Abstract

The key to successful quality management is primarily the measurement of service quality. As a result, this chapter shows the existing possibilities for measuring service quality and critically discusses them. It turns out that in addition to customer-oriented measurement approaches (e.g. expert observations, customer surveys, complaint analyses), also company-oriented approaches to quality measurement (e. g. benchmarking, employee surveys, suggestion schemes) are used. In the context of the consideration of practical examples and possible application of individual measurement approaches, it finally turns out that, with regard to the strengths and weaknesses shown, the SERVQUAL approach and the SERVPERF approach currently belong to the most widely used measurement approaches. These approaches are presented and evaluated in detail.

Suggested Citation

  • Manfred Bruhn, 2023. "Measuring Service Quality," Springer Books, in: Quality Management for Services, chapter 0, pages 141-226, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-67032-3_5
    DOI: 10.1007/978-3-662-67032-3_5
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