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NewWaysofListeningtoLibraryUsers:NewToolsforMeasuringServiceQualityDefining,Assessing,andMeasuringServiceQuality:AConceptualOverviewMulti-Phase,Multi-Sector,Multi-YearProgramofResearchtoAddresstheFollowingIssuesDeterminantsofPerceivedServiceQualityA“GAPS”MODELOFSERVICEQUALITYPOTENTIALCAUSESOFINTERNALSERVICEGAPS[GAPS1-4]GAP1GAP2GAP3GAP4SUGGESTIONSFORCLOSINGINTERNALSERVICEGAPS[GAPS1-4]SuggestionsforClosingtheMarketInformationGapSuggestionsforClosingtheServiceStandardsGapSuggestionsforClosingtheServicePerformanceGapSuggestionsforClosingtheInternalCommunicationGapProcessModelforContinuousMeasurementandImprovementofServiceQualitySERVQUAL:Development,Refinement,andEmpiricalFindingsDeterminantsofPerceivedServiceQualityCorrespondencebetweenSERVQUALDimensionsandOriginalTenDimensionsforEvaluatingServiceQualityDefinitionsoftheSERVQUALDimensionsRelativeImportanceofServiceDimensionsWhenRespondentsAllocate100Points[Study1]RelativeImportanceofServiceQualityDimensions[Study2]MeanNumberofPointsAllocatedoutof100Points1.00NatureofServiceExpectationsMeasureofServiceAdequacy(MSA)TWOAPPROACHESFORMEASURINGMSAANDMSS©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermission©A.Parasuraman,UniversityofMiami;nottobereproducedordisseminatedwithouttheauthor’spermissionMeasurementError:PercentofRespondentsAnsweringIncorrectlyMeanServiceQualityScores(CombinedAcrossAllCompanies)RevisedSERVQUALItemsReliability1.Providingservicesaspromised2.Dependabilityinhandlingcustomers'serviceproblems3.Performingservicesrightthefirsttime4.Providingservicesatthepromisedtime5.KeepingcustomersinformedaboutwhenserviceswillbeperformedServiceQualityPerceptionsRelativetoZonesofTolerancebyDimensionComputerManufacturerServiceQualityPerceptionsRelativetoZonesofTolerancebyDimensionComputerManufacturerServiceQualityPerceptionsRelativetoZonesofTolerancebyDimensionOn-LineServicesServiceQualityPerceptionsRelativetoZonesofTolerancebyDimensionTech-SupportServicesLIBQUAL+:AnAdapta
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