Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Measuring service quality: current thinking and future requirements

Measuring service quality: current thinking and future requirements The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Marketing Intelligence & Planning Emerald Publishing

Measuring service quality: current thinking and future requirements

Marketing Intelligence & Planning , Volume 17 (1): 12 – Feb 1, 1999

Loading next page...
 
/lp/emerald-publishing/measuring-service-quality-current-thinking-and-future-requirements-xPZHb0n3p2

References (75)

Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0263-4503
DOI
10.1108/02634509910253777
Publisher site
See Article on Publisher Site

Abstract

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified.

Journal

Marketing Intelligence & PlanningEmerald Publishing

Published: Feb 1, 1999

Keywords: Customer satisfaction; Marketing research; Models; Research measurement; Service quality; Services marketing

There are no references for this article.