Tóm tắt
Service quality is becoming an important issue for Dutch car
service firms. In order to measure the service quality delivered
develops an instrument based on the quality dimensions and the SERVQUAL
questionnaire developed by Berry, Parasuraman and Zeithaml. Describes
the building and testing of the instrument. The outcome of the research
is that the instrument is easily applicable for Dutch garage firms.
However, in contrast with the five SERVQUAL dimensions, the customers in
the Dutch car service firms only distinguish three dimensions to judge
the delivered quality, one of which appears to be totally specific to
this sample. The three dimensions found in the research in car service
firms are: customer kindness, tangibles, and faith. Only customer
kindness contributes directly to the measured service quality.
