Health Policy and Management (보건행정학회지)
- Volume 10 Issue 3
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- Pages.155-168
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- 2000
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- 1225-4266(pISSN)
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- 2289-0149(eISSN)
Measuring Expectations in Assessment of Consumer Satisfaction by SERVQUAL
기대수준 측정방법에 따른 고객만족도 측정에 관한 연구 - SERVQUAL 척도를 중심으로 -
Abstract
The SERVQUAL scale is based on the gap theory, which indicates the difference between consumers' expectations and their actual performance. In SERVQUAL scale, the expectations are defined as a "feasible ideal point"(ex, An Excellent hospital has up-to-date equipment). But empirical research identified important problems concerning the conceptual definitions of expectations. They suggests the usage of "desired expectations". Desired expectations are defined as the level at which the consumer predict the service that the organization they visited will perform(ex,