List of SERVQUAL Questions

Below is a table (and a diagram at the bottom) containing the 22 questions originally used to construct the SERVQUAL model. There are several issues to note about the structure of the SERVQUAL questionnaire:… Read more...

 

About the SERVQUAL (or RATER) Model

(Note: This model is also referred to as the RATER model, which stands for the five service factors it measures, namely: reliability, assurance, tangibles, empathy and responsiveness.)

As is indicated by the … Read more...