Il sistema Servqual: un'indagine empirica sulla qualità dei servizi scolastici

It is common knowledge that the services’ quality evaluation presents many problems, generally connected to the difficulties in constructing objective performance indicators. The Servqual method, in the form set up by Zeithaml, Parasuraman and Berry (1991), is an effective and sufficiently ductile instrument which can be applied in different situations, although some Authors showed a few limits of it (Gummesson, 1992; Iacobucci, Grayson & Ostrom, 1994). It can, besides, happen that the users tend to give always the maximum value to the expectations, so determining excessive deviations from the real evaluations. In this study the Servqual method has been used to evaluate the quality of the school and educational services offered by a primary school, according to the perception of 160 parents and 35 teachers. The results, obtained also with the application of a “one hundred sum scale” (De Carlo, Capozza & Voci, 1997) in the different dimensions, allow to better know the expectations of the examined subjects and, in the same time, demonstrate the utility of the used instrument.