As discussed in Section 1.9.1, SERVQUAL is a survey tool that was designed in the late 1980s that measures the customer’s perception of service quality in terms of reliability, responsiveness, assurance, empathy, and tangibles. It is very useful with services that involve direct customer interaction. However, it might not be very effective to measure service quality for computer-mediated services like video hosting websites. Thus, as part of this exercise, identify methods to measure the service quality of video hosting websites and compare the service quality of www.youtube.com and any other video hosting website of your choice. A detailed list of different video hosting websites can be found in the following link: http://en.wikipedia.org/wiki/List_of_video_hosting_services, accessed Feb. 23, 2018.

Data From Section 1.9.1:

SERVQUAL is a two-part survey instrument based on the five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. Part I of the survey, which contains 22 items, measures the customer expectations, while Part II measures the customer perceptions for the same 22 items.