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SERVQUAL
This on-line SERVQUAL
survey form is a demonstration only. It shows the nature
of the questions used within the SERVQUAL instrument. Though the form
can be completed and submitted, doing so will not produce any outcomes.
SERVQUAL is a survey instrument based on extensive research carried
out by Parasuraman,
Zeithaml and Berry. The instrument is well proven and widely recognised.
The instrument can enable organisations to:
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identify and understand where service
gaps exist within the organisation and between the organisation and
its customers
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prioritise those gaps in terms of
relative impact on quality of service
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identify the reasons for the existence
of those gaps
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develop a programme of activities to
close those gaps
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implement an appropriate set of
processes to continuously review and refine customer service quality
Part of the SERVQUAL instrument is shown
here as an illustration of the use of the web to deploy a questionnaire.
This is a demonstration survey form ONLY. It should be modified to
indicate which SERVICE SECTOR and which COMPANY-NAME
within that SERVICE-SECTOR are being analysed.
Web-survey designed and © Copyright
BUSINESS AdvAntAge
MCMII, MCMIII
With acknowledgements to Parasuraman,
Zeithaml and Berry for original research
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SERVQUAL Customer Service Quality Survey
websurvey
designed
by
Business
AdvAntAge
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 ™
Web-survey designed and © Copyright
BUSINESS AdvAntAge
With acknowledgements to Parasuraman,
Zeithaml and Berry for original research
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Vision&Mission
CriticalSuccessFactors
Strategic Planning
AcceleratingChange
ProjectSetup
CriticalSuccessFactors
ServiceAgility
e-Surveys
ITsNewAgenda
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