Extra SERVQUAL Dimensions

SERVQUAL
Knowledge Center

Best Practices
AB, UK

Extra SERVQUAL Dimensions

Remember the 5 key dimensions merely form the base - just like the 4Ps and the extended Ps do for the Marketing Mix.
Depending upon the context there can be a need to add 1 or more variables or factors to SERVQUAL. That is perfectly OK and just improves the utility.

  George Gannage, usa
 

Adding Qualitative SERVQUAL Dimensions

You mentioned that you may add dimensions to your survey instrument in addition to the 22 SERVQUAL questions, can these be qualitative questions?

  Jos, The Netherlands
 

Adding B2B Variables to SERVQUAL

I did a thesis in a B2B situation. Therefore I needed to add variables to make the model applicable.
I did a factor analysis for 300 respondents and discovered the model works brilliantly in a B2B situation and extra dimensions can add value.
The questions were all quantitative.

  Amaad Uppal
Professor
 

Additional SERVQUAL Variables for Education

I am doing a research on e-learning satisfaction. I think an additional variable "Learning Content" needs to be added to the original construct to make it more relevant for e-learning. Any thoughts?

 

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