Some Problems and Modifications when Using SERVQUAL Scale Measuring Service Quality
应用SERVQUAL 标尺的若干问题及改进

Measuring service quality is critical to organizations in service industries,and SERVQUAL scale is the most prevailing instrument addressing this issue.However,a series of problems have emerged in practices.The authors categorize and analyze these problems,and demonstrate them under the context of power supply service industry.Then,a further study is performed to perfect SERVQUAL,and a new scale is developed,which shows better quality than the original SERVQUAL scale empirically.