SERVPERF

SERVPERF is a performance-based measurement model used to evaluate service quality. Unlike other models that compare expectations with perceptions, SERVPERF focuses solely on customers' perceptions of the actual service received. It assesses how well a service meets or exceeds customer expectations through five dimensions: tangibility (appearance), reliability (consistency), responsiveness (willingness to help), assurance (know-how), and empathy (caring). By analyzing these factors, businesses can identify strengths and areas for improvement, ultimately enhancing customer satisfaction and loyalty.