Do distinct servqual dimensions emerge from mystery shopping data — a test of convergent validity

Service quality is commonly though to comprise five generic dimensions - responsiveness, assurance, tangibles, empathy and reliability. These dimensions form the basis for service measurement tools such as SERVQUAL. Research in this area, using tools such as SERVQUAL has predominantly focused on customer perceptions of quality. However, another approach used by many organisations is to send trained raters into the service environment, posing as customers to evaluate service levels.

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