![Sample our Economics, Finance,Business & Industry journals, sign in here to start your access, latest two full volumes FREE to you for 14 days]({"type":"image" , "src" : "/sda/5931/TOC-Subject-Sample-2021-Economics-Finance-Business-Industry.jpg"})
Abstract
The relative practicality and usefulness of alternative measures of service quality is being debated in the marketing literature. This research tests measuring performance perceptions only (SERVPERF) against measuring customer expectations and performance (SERVQUAL) in the context of a developing economy. In addition, both SERVPERF and SERVQUAL scores are weighted with measurements of the importance of service attributes to customers. Findings confirm that SERVPERF and SERVQUAL each contribute different valuable information; however, weighting the measures adds no new information.
