Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes
The purpose of this paper is to propose and empirically substantiate modification of SERVPERF instrument. We demonstrate difference in practical realization of SERVQUAL (Perceptions-Minus-Expectations) and modified SERVPERF (Performance-Minus-Expectation) based on qualitative and two quantitative me...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Lesya Ukrainka Volyn National University
2020-06-01
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| Series: | Соціологічні студії |
| Subjects: | |
| Online Access: | https://sociostudios.eenu.edu.ua/index.php/socio/article/view/298 |