What does SERVQUAL measure?

SERVQUAL measures service quality by assessing the gap between customer expectations and their perceptions of the service provided. This model identifies five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. By applying SERVQUAL, organizations can gain insights into the areas where they excel and where improvements are needed, thereby enhancing overall customer satisfaction and loyalty. It focuses specifically on service delivery rather than employee performance, financial metrics, or workforce efficiency, which is what distinguishes this method amongst the options provided. This targeted approach makes SERVQUAL a valuable tool for organizations aiming to improve their service quality and customer experience.