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首页> 外文期刊>Business and Economics Journal >Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis
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Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis

机译：使用SERVQUAL测量服务质量期望和感知：差距分析

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The study was carried with the objective of understanding the level of gap exists between expectation (excellent bank) and perception (experience bank) among the banking customer in Pakistan in the content of service quality. This study is measuring service quality by using SERVQUAL- a perceived service quality questionnaire methodology. SERVQUAL examines five dimensions of service quality, responsiveness, assurance, empathy, tangible and Reliability. For each dimension of service quality measures both the perception and expectation of the service on a scale of 1 to 7, total questions in the questionnaire are 22. Through Gap analysis Gap score is calculated by subtracting the perception score from expectation score. A negative Gap indicates that the actual service is less than what was expected and the GAP is highlighted area for improvement. Convenience sample of 250 public and private bank’s account holders in Pakistan was used to collect the data. The finding of this study showed there is very huge Gap exists between excellent bank (expectation) and account holder experience (perception) bank in Pakistan with the regards of service quality. Finding of this study is help to minimize the GAP that was exist between excellent bank and account holder experience bank in Pakistan. This study used the word excellent bank because no bank in Pakistan up to the expectation of the account holders.
机译：进行这项研究的目的是了解巴基斯坦银行客户在服务质量内容上的期望（优秀银行）和感知（体验银行）之间存在的差距水平。这项研究通过使用SERVQUAL（一种感知的服务质量问卷调查方法）来衡量服务质量。 SERVQUAL检查服务质量，响应性，保证，同情，有形和可靠性的五个维度。对于服务质量的每个维度，对服务的感知和期望都以1到7的等级进行衡量。问卷中的总问题为22。通过差距分析，通过从期望得分中减去感知得分来计算差距得分。差距为负表示实际服务低于预期，并且GAP是需要改进的重点区域。巴基斯坦的250个公共和私人银行帐户持有者的便利性样本用于收集数据。这项研究的发现表明，就服务质量而言，巴基斯坦的优秀银行（期望）和账户持有者经验（感知）银行之间存在巨大的差距。这项研究的发现有助于最大程度地减少巴基斯坦优秀银行和帐户持有人经验银行之间存在的GAP。这项研究使用了“优秀银行”一词，因为巴基斯坦没有银行能够达到帐户持有人的期望。

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