A review and assessment of the role of expectations in the scales to measure perceived quality of service

被引：0
|
作者：
Palacios Gomez, Jose Luis
机构：
来源：
METHAODOS-REVISTA DE CIENCIAS SOCIALES | 2014年 / 2卷 / 01期
关键词：
Expectations; Perceived Quality; Satisfaction; Scale;
D O I：
暂无
中图分类号：
C91 [社会学];
学科分类号：
030301 ; 1204 ;
摘要：
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.
引用
收藏
页码：59 / 71
页数：13
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