System vs. Measurement Tool / Methodology
I've never heard of it before, but I did see this link:
https://www.mngt.waikato.ac.nz/depts/mnss/courses/emba/sqm/sld002.htm
https://wms-soros.mngt.waikato.ac.nz/search/index.asp?cx=015687408457815831523%3A2ul-0vkocte&cof=FORID%3A11&ie=UTF-8&q=servqual&sa=Search#362
https://www.ils.unc.edu/daniel/131/servicequality.html
"Adapted from SERVQUAL, an instrument for measuring quality service developed by Zeithaml, Parasuraman & Berry and described in their book, Delivering Quality Service; Balancing Customer Perceptions and Expectations, Free Press, 1990."
Also:
**deadlink removed***
I also found this:
https://www.servqual.com/html/kano.tml
The 'Kano Model':
"...a method for extracting different types of customer requirements from survey information. It is based on the research and publications of Dr. Noriaki Kano. The methodology for developing customer requirement metrics was reported by Dr. Eva Chen in 1992.
The background of this method is the research published a the leading customer satisfaction researcher, Dr. Noriaki Kano, who is a member of the Japanese Union of Scientists and Engineers, the sponsors of the Deming Prize.
Dr. Kano demonstrates that blindly fulfilling customer requirements has risk associated with it if the product/service provider is not aware that there are different types of customer requirement. Without this understanding and measurement, providers risk:
* Providing superfluous quality
* Wowing the customer in one area, and driving them to competitors in another
* Focusing only on what customers say, and not what they think
This model of customer requirements directs the product/service provider to pay attention to two dimensions and three types of customer requirement.
The first dimension is need fulfillment. Measure the degree to which the customers' requirements are fulfilled. The dimensions ranges, naturally, from completely unfulfilled to completely fulfilled.
The second dimensions is the customers' subjective response to the first dimension. It is the dependent variable of customer satisfaction. This may range from "irate" to "delighted" (insert your own antonyms here).
This model of customer satisfaction predicts that the degree of customer satisfaction is dependent upon the degree of fulfillment, but is different for different types of customer expectations."
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Looks interesting, but it's a methodology for a distinct evaluation where ISO 9001 is an entire quality management framework of which SERVQUAL is only one part or tool.
I.e.: They are different 'things'. One is a system whilst the other is a measurement methodology.
