A comparison of Magal's service quality instrument with SERVPERF
Abstract
The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and validity. Use of the performance measures from SERVQUAL to form SERVPERF has addressed some of these issues. However, Magal's instrument on information...
Paper Details
Title
A comparison of Magal's service quality instrument with SERVPERF
Published Date
Jan 1, 2007
Journal
Volume
44
Issue
1
Pages
104 - 113
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