MEASURING SERVICE QUALITY OF AGRICULTURAL EXTENSION CENTERS IN ASSIUT GOVERNORATE USING SERVPERF SCALE قیاس جودة الخدمة المقدمة من المراکز الإرشادیة الزراعیة بمحافظة أسیوط بإستخدام مقیاس SERVPERF
نویسندگان
چکیده
منابع مشابه
Measuring Service Quality with SERVPERF
SERVPERF, the performance component of the Service Quality scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes a validation study, employing four different datasets, of a shortened 15-item version of the SERVPERF scale to be called SERVP...
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Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
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Purpose – This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF-SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity an...
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This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. A...
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The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and validity. Use of the performance measures from SERVQUAL to form SERVPERF has addressed some of thes...
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ژورنال
عنوان ژورنال: Journal of Agricultural Economics and Social Sciences
سال: 2012
ISSN: 2090-3715
DOI: 10.21608/jaess.2012.45366