SERVPERF

(the performance component of the Service Quality scale (SERVQUAL)

Parasuraman, Zeithaml, & Berry (1985, 1988)

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 (Cronin and Taylor, 1992; Parasuraman et al., 1994; Quester, Wilkinson, & Romaniuk, 1995; Llusar and Zornoza, 2000) .

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 (Marshall & Smith, 2000) .

Weighted SERV-PERF

Cronin & Taylor (1992)

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 (Andronikidis & Bellou, 2010) .

In this paper, a weighted SERVPERF model was expressed to assess taxi service quality of Hangzhou, China (Yao & Ding, 2011) .

American Customer Satisfaction Indexes (ACSI)/European Customer Satisfaction Indexes (ECSI)

Fornell (1992)

E-CSI:

The ACSI & ECSI have been extensively applied (Fornell et al., 1996; Anderson and Fornell, 2000; Martensen, Grønholdt, & Kristensen, 2000; Dermanov and Eklof, 2001; Fornell, 2001; Eklof and Westlund, 2002; Yeung, Chew-Ging, & Ennew, 2002) .