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Abstract This paper examines two alternative methods of operationalizing perceived service quality with respect to their ability to explain variation in customer satisfaction. A comparison of (1) gap analysis (expectations-performance perceptions) and (2) performance-based analysis suggests that the latter may represent the best approach to measuring service quality because of its ability to explain variation in customer satisfaction. Implications for managers and future research are discussed.
Kevin M. Elliott (Tue,) studied this question.