A questionnaire, derived from the Servqual method (Parasuraman, Berry & Zeithaml, 1991), was constructed and adapted for the evaluation of preshool's perceived quality. The questionnaire is composed of three sections that explore actual perceptions, expectations, and the importance given to the single dimensions of quality; To measure expectations, we employed a scale based on the Q-sort methodology (Stephenson, 1953). This method was used in order to reduce the impact of the tendency of the individuals to give the maximum value to their expectations.
La valutazione della qualità del servizio scolastico del comune di Padova: un'applicazione del q-sort al metodo servqual
DAL CORSO, LAURA;VIANELLO, MICHELANGELO;DE CARLO, NICOLA;ROBUSTO, EGIDIO
2001
Abstract
A questionnaire, derived from the Servqual method (Parasuraman, Berry & Zeithaml, 1991), was constructed and adapted for the evaluation of preshool's perceived quality. The questionnaire is composed of three sections that explore actual perceptions, expectations, and the importance given to the single dimensions of quality; To measure expectations, we employed a scale based on the Q-sort methodology (Stephenson, 1953). This method was used in order to reduce the impact of the tendency of the individuals to give the maximum value to their expectations.
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