Rodrigues, Lewlyn L.R.; Barkur, Gopalakrishna; … - In: The TQM Journal 23 (2011) 6, pp. 629-643
Purpose – The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in their outcomes significantly or concur with each other. Hence, empirical investigation regarding the...