meta-analytic study reports that both models are equally valid predictors of overall service quality.
Other scholars conclude that SERVQUAL is a suitable tool for diagnosing service shortfall and measuring the variance of dependent constructs, while SERVPERF is commonly acknowledged as a suitable method for predicting consequences variables such as customer satisfaction and brand loyalty (Cronin, Brady, & Hult, 2000; Zeithaml, et al., 1996).
meta-analytic study reports that both models are equally valid predictors of overall service quality.Other scholars conclude that SERVQUAL is a suitable tool for diagnosing service shortfall and measuring the variance of dependent constructs, while SERVPERF is commonly acknowledged as a suitable method for predicting consequences variables such as customer satisfaction and brand loyalty (Cronin, Brady, & Hult, 2000; Zeithaml, et al., 1996).
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