SERVPERF (the performance component of the Service Quality scale (SERVQUAL) | | 1. Tangibles 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy | SERVPERF (performance-only) results in more reliable estimations, greater convergent and discriminant validity, greater explained variance, and consequently less bias than the SERVQUAL scale | This study applies SERVPERF items to urban community development issues by considering the utility of the SERVPERF items in predicting a propensity to shop neighbourhood stores as compared to a propensity to shop in areas outside the neighborhood |
Weighted SERV-PERF | | 1. Tangibles 2. Reliability 3. Responsiveness 4. Assurance 5. Empathy |
| This study compares all four alternatives (SERVQUAL, SERVPERF, weighted SERVQUAL, weighted SERVPERF) within the auto-repair industry in Greece. Based on data from 1043 customers, overall results are in line with previous studies, confirming the multidimensionality of the service-quality construct and the five-factor SERVPERF pattern. In disagreement with previous studies, findings show that the importance-weighted SERVPERF scale provides the greatest diagnostic information
In this paper, a weighted SERVPERF model was expressed to assess taxi service quality of Hangzhou, China |
American Customer Satisfaction Indexes (ACSI)/European Customer Satisfaction Indexes (ECSI) | | E-CSI: |
| The ACSI & ECSI have been extensively applied |