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Understand the expectations of services and customer perception, in addition to improving services . The modelers stated that Servqual provides a “basic skeleton” through its expectations/perceptions format that encompasses statements for each of the five dimensions of service quality. The skeleton, when necessary, can be adapted or supplemented to suit the specific characteristics or research needs of a particular organization.

The model performs best when used to track service quality trends, as well as in combination with other forms of service quality measurement. In addition, it is used to evaluate the quality of the company according to the five dimensions moible number data of the services by averaging the difference scores in the items that make up the dimensions. Similarly, it is a general measure of service quality in the form of an average score across the five dimensions.



Determining the relative importance of the five dimensions that affect customers' overall perception of quality is a potential application of the model. Another Servqual application is used to categorize a company's customers into various segments of perceived quality. What is service quality Service quality is a concept that has aroused considerable interest and debate in the research literature due to the difficulties in both defining.