A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival

Abstract

A number of alternative measures for evaluating quality of performance have been proposed. This article empirically compares the relative utility of seven quality-of-performance measures by assessing them against 14 criteria. The trade-offs between measures are identified, enabling managers to make more informed decisions when selecting a measure to use. Discrepancy measures were found to be generally superior to direct measures. The best alternatives for managers to use appear to be the perceptions-minus-expectations format, and a three-column measure that asked respondents to rate their minimum acceptable and desired levels of quality for festivals in general and their perceptions of the quality of Main Street Days, the festival of interest in this study. The relationship between perceptions of the supplier's quality of performance and satisfaction (quality of the visitors' experience) was empirically examined. It was found that the two constructs were related but that there were distinctive differences between them.

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