... engineering, Civil engineering, Mechanical engineering, Chemical engineering and MBA) in the international branch of Amirkabir University, were asked to complete a SERVQUAL questionnaire. This questionnaire measured students’ perceptions and expectations in five dimensions of service that consists...

..., 300 students of five behavioral science faculties – Psychology and Educational Science, Social Science, Economics, Physical Education and Sport Science, Management, Entrepreneurship – in the University of Tehran (Iran), were chosen randomly and completed the SERVQUAL questionnaire. This questionnaire...

... lowered. The instrument for measurement used in this research is SERVQUAL which is widely used among service measurement activities (Parasuraman et al., 1988). By using SERVQUAL, we premise that service is perceptional. This means that service quality is not objectively evaluated by the customer...

...Yong‐Pil Kim; Kye‐Wan Kim; Deok‐Gyun Yun The gap‐based SERVQUAL model is a popular service quality determinant due to its superior diagnostic capacity over alternative explanatory frameworks. However, some researchers criticize the performance of the SERVQUAL model and propose alternative service...