Verifying alternative measures of the service-quality construct: consistencies and contradictions

Abstract

Since the role of service quality for organisational survival and success is of outmost importance, its measurement is still receiving increased attention. SERVQUAL and its alternative measures, namely, SERVPERF, weighted SERVQUAL, and weighted SERVPERF, are the most widespread in the service-quality literature. Yet, research has not concluded regarding the relative superiority of any of these measures. The present study compares all four alternatives within the auto-repair industry in Greece. Based on data from 1043 customers, overall results are in line with previous studies, confirming the multidimensionality of the service-quality construct and the five-factor SERVPERF pattern. In disagreement with previous studies, findings show that the importance-weighted SERVPERF scale provides the greatest diagnostic information. Furthermore, significant variation was found in the predictive validity of the measures.

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