{"corpus_id":154394773,"paper_sha":"88a4b3e0b1e983a289f2b6438501c424520fe0f5","doi":"10.1080/02642069800000017","arxiv_id":null,"pmid":null,"pmcid":null,"mag_id":2153723851,"dblp_id":null,"acl_id":null,"title":"An Empirical Study of Servqual's Dimensionality","year":1998,"publication_date":"1998-04-01","venue":"","journal":{"name":"Service Industries Journal","pages":"16-44","volume":"18"},"journal_issn":null,"journal_title":null,"publication_types":["Review"],"pubmed_pub_types":null,"s2_fields_of_study":["Business","Economics","Psychology"],"reference_count":16,"citation_count":234,"influential_citation_count":9,"is_open_access":false,"arxiv_categories":null,"arxiv_license":null,"arxiv_journal_ref":null,"mesh_headings":null,"chemicals":null,"comments_corrections":null,"source_flags":1,"s2_open_access_pdf_url":null,"s2_open_access_landing_url":null,"s2_open_access_license":null,"s2_open_access_status":null,"pmc_open_access_pdf_url":null,"pmc_open_access_landing_url":null,"pmc_open_access_license":null,"pmc_open_access_status":null,"unpaywall_open_access_pdf_url":null,"unpaywall_open_access_landing_url":null,"unpaywall_open_access_license":null,"unpaywall_open_access_status":null,"abstract":"This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scales conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, 'Tangibles, is clearly perceived followed by Empathy. The three other dimensions, 'Reliability, 'Insurance and Responsiveness, are confused in the clients mind.","claims":[{"public_id":"cl_51e406fb8c7916f55c15eb139e99561e","status":"active","text":"Reliability, Assurance, and Responsiveness are not clearly distinguished and are confused in clients' minds.","confidence":0.94,"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/claims/cl_51e406fb8c7916f55c15eb139e99561e"},{"public_id":"cl_5946a5381a8750de2104dfc74aa45520","status":"active","text":"The 22 SERVQUAL items clearly evoke the Tangibles dimension and, to a lesser extent, Empathy in clients' minds.","confidence":0.95,"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/claims/cl_5946a5381a8750de2104dfc74aa45520"}],"concepts":[{"public_id":"co_04d19c62bf7f086d9f74f6a46d65b534","status":"active","name":"SERVQUAL","description":"A scale used to measure service quality through 22 questionnaire items.","types":["scale"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_04d19c62bf7f086d9f74f6a46d65b534"},{"public_id":"co_08c81ed76b77c56dc71e108fe15ea236","status":"active","name":"Reliability","description":"The SERVQUAL dimension referring to dependable and accurate service performance.","types":["dimension"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_08c81ed76b77c56dc71e108fe15ea236"},{"public_id":"co_3375d12bc1aa715a24a269e2eea7c309","status":"active","name":"Tangibles","description":"The SERVQUAL dimension referring to physical facilities, equipment, appearance, and related cues.","types":["dimension"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_3375d12bc1aa715a24a269e2eea7c309"},{"public_id":"co_364228eb4aa6c3f980d3922822d76481","status":"active","name":"Empathy","description":"The SERVQUAL dimension referring to caring, individualized attention provided to clients.","types":["dimension"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_364228eb4aa6c3f980d3922822d76481"},{"public_id":"co_559b6f4eee00eb8b9ad084c6ddc36576","status":"active","name":"service quality","description":"The quality of services as perceived by clients.","types":["construct"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_559b6f4eee00eb8b9ad084c6ddc36576"},{"public_id":"co_679eed7ba8f94a56ac2472afb3fde6d5","status":"active","name":"replication studies","description":"Studies that attempted to reproduce or test the SERVQUAL scale in other settings.","types":["study type"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_679eed7ba8f94a56ac2472afb3fde6d5"},{"public_id":"co_8b8cb5b7f3ce45f41193c1ec3f8c862b","status":"active","name":"22 SERVQUAL items","description":"The set of 22 questionnaire items used in the SERVQUAL scale.","types":["item set"],"aliases":["the 22 items of the SERVQUAL scale"],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_8b8cb5b7f3ce45f41193c1ec3f8c862b"},{"public_id":"co_9d8dd99022b7b993898537b5d2193829","status":"active","name":"Responsiveness","description":"The SERVQUAL dimension referring to willingness to help customers and provide prompt service.","types":["dimension"],"aliases":[],"contributors":[{"id":1,"public_id":"12632b8b5f","public_label":"Anonymous (12632b8b5f)","roles":["extraction"],"url":"https://sah.borca.ai/u/12632b8b5f"}],"url":"https://sah.borca.ai/concepts/co_9d8dd99022b7b993898537b5d2193829"},{"public_id":"co_d31f5411579da8c359eab82ca13e520f","status":"active","name":"five service quality dimensions","description":"The five-dimensional conceptual structure defined for SERVQUAL by Parasuraman et al. 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