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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1996 MCB UP Ltd. All rights reserved.
- ISSN
- 0887-6045
- DOI
- 10.1108/08876049610148594
- Publisher site
- See Article on Publisher Site
Abstract
SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
Journal
Journal of Services Marketing – Emerald Publishing
Published: Dec 1, 1996
Keywords: Psychometric testing; Service quality