Journal of the Korean Data and Information Science Society

The Korean Data and Information Science Society (한국데이터정보과학회)
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A Study On Comparison of Excellence between SERVQUAL and SERVPERV AL Scale

  • Cho, Yoon-Shik (Dept. of International Tourism Management, Silla University)
  • Published : 2008.02.29
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Abstract

The purpose of this research is to compare whether SERVQUAL or SERVPERV AL scale is more excellent when explaining customer satisfaction and repurchase intention. The value of R2 which shows explaining power is used to test the excellence of the scale. As a result of comparison and analysis, SERVPERV AL scale showed better explaining power of customer satisfaction and repurchase intention than SERVQUAL. This result is because SERVPERV AL scale predicates overall estimation on utility of product/service.

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