SERVQUALinndelinger

SERVQUALinndelinger are the five dimensions of the SERVQUAL framework used to assess service quality by measuring the gap between customer expectations and perceptions of actual service. Developed by Parasuraman, Zeithaml, and Berry in the late 1980s, the instrument aims to identify where service delivery falls short and to guide managerial improvements. The model has been widely used in marketing, operations, and service research and has inspired numerous adaptations.

The core of SERVQUALinndelinger is five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Tangibles cover the appearance of physical facilities, equipment, and personnel. Reliability is the ability to perform promised service accurately and dependably. Responsiveness refers to willingness to help customers and provide prompt service. Assurance combines employees’ knowledge, courtesy, and ability to convey trust. Empathy involves individualized attention and caring.

Measurement typically uses a questionnaire asking customers to rate expectations and perceptions across the five dimensions. A common version contains 22 items, though variations exist. Each item yields a gap score—perception minus expectation—that can be averaged to dimension or overall quality scores.

Applications and criticisms: SERVQUALinndelinger is used in banking, retail, hospitality, healthcare, and online services, with cross-cultural validations. Critics argue that reliance on expectations is problematic, that the instrument can be lengthy, and that five dimensions may not suit every context. Alternatives such as SERVPERF focus on perceived performance, and practitioners often adapt items to specific industries.

In practice, SERVQUALinndelinger offers a structured diagnostic for service quality and a basis for targeted improvements, though it is usually supplemented by process- and outcome-based measures.