Extra SERVQUAL Dimensions

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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

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?


DIscussion Topics
Calculating the variations in expectations in SERVQUAL
Gap 5 in SERVQUAL model
The Standard SERVQUAL Questionaire
👀Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
How to deal with Change in Perceptions in SERVQUAL?
Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
SERVQUAL Should Include Product Quality
Analyzing Gap 4 of SERVQUAL
How to Make Money from Value Added Services
Explanation of the SERVQUAL Gaps
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
How to analyze a Supply Chain Using SERVQUAL Model?
Definitions of Service Value
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Impact of Service Delivery on Strategy
🔥Customer Service Excellence ( CSE)
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