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The generalizability of SERVQUAL across service industry settings also has been questioned. In testing SERVQUAL in an electric and gas utility company, Babakus and Boller (1992) reported the five-dimension structure to be problematic and questioned the generalizability of SERVQUAL across a wide range of service settings. In the electric and gas utility company under investigation, they suggested that SERVQUAL was more likely to be a unidimensional construct rather than a five-dimensional construct and that different measures of service quality should be developed for different service industry settings. Correspondingly, in an empirical study in four different service settings, Carman (1990) reported the limited generalizability of SERVQUAL across different service industries and recommended modifications to the instrument to be tailored to different service settings.
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