Posted by Herb Sorensen on January 25, 2002 at 09:29:51:
In Reply to: SErvqual model posted by Ryan Davies on January 25, 2002 at 05:57:02:
Further down this page you will find posted a copy of the SERVQUAL questionnaire. For further literature, I would refer you to "Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success" by Leonard L. Berry. Dr. Berry is the originator of the SERVQUAL model.
I would be very interested in seeing your thesis when you have finished it.