Application of Servperval Scale in Select Service Industries

ISBN-13: 9786206766940 / Angielski / Miękka / 272 str.

M. Bhuvaneswari Kannan

Opis

The proposed study is on the psychological overview of the customers in service industries. Every marketer does accept the fact the perception and the related factor value plays a predominant role in service atmospheres because of the inherent characteristics of intangibility. Earlier in consumer behaviour the measurement was done through Rokeach's value listings which were divided into the basics of theoretical and instrumental values present among the human kind. Then specially for services there was the multidimensional scale introduced and named as servqual scale with five dimensions like reliability, responsiveness, assurance, empathy and tangibility. One such multidimensional scale was called servperval, includes the perception and value related factors. The dimensions were perceived quality, emotional value, monetary price, behavioural price, behavioural intentions, satisfaction and reputation. Totally it has thirty three variables. The researcher applied the scale to four service industries like banking, telecommunication, and bus transport and hospital services.

O autorze

Dr. M. Bhuvaneswari is currently working as Professor, Department of Management, Hindusthan College of Engineering and Technology, Coimbatore. She has twenty three years of experience in Academics. She has received her Doctorate Degree in Management from Bharathiar University.