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Keywords: SERVPERF
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2026) 38 (6): 1399–1420.
Published: 24 March 2025
...-to-business industry. Design/methodology/approach The research utilised the Servperf questionnaire on 193 shrimp producers who have commercial relationships with the shrimp feed company evaluated. Partial least squares structural equation modelling was employed to identify direct and indirect...
Journal Articles
Journal:
The TQM Journal
The TQM Journal (2024) 36 (7): 1917–1935.
Published: 24 September 2020
... on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data. Findings According to the citizens...
Journal Articles
Journal:
The TQM Journal
The TQM Journal (2011) 23 (6): 629–643.
Published: 04 October 2011
...Lewlyn L.R. Rodrigues; Gopalakrishna Barkur; K.V.M. Varambally; Farahnaz Golrooy Motlagh Purpose The choice between SERVQUAL and SERVPERF metrics for service quality measurement is subjective and the research literature lacks evidence on whether these instruments differ in their outcomes...
