Revisión y crítica del papel de las expectativas en las escalas para medir la calidad percibida del servicio
Year: 2014
Type: article
Abstract: The aim of this article is to revise the role of expectations in the perceived quality scales applied by means of a survey. It´s shown the main scales used to measure the quality of the service, whether they include expectations or other comparison standars or they only measure perceptions. We compare the practical, economic and psychometric features of the scales and we conclude that, all in all, scales registering only perceptions are the most appropriate to measure the perceived quality of the service.
Author: José Luis Palacios Gómez
Institution: Comunidad de Madrid
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W241204691