... are lost; whilst the problems associated with interpretation of the perceptions‐only measure may be amplified using the single‐gap measure approach. Customer services quality Service quality assurance Quality assessment SERVQUAL Procurement The management of internal service quality (ISQ...

... of service attributes by the combination of logistic regressions and the importance rating of the attributes. The SERVQUAL scale can be used by operations managers in several ways. The scores in each dimension broadly identify areas of action for design and/or improvement giving operations a metric to use...