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SERVQUAL revisited: a critical review of service quality

SERVQUAL revisited: a critical review of service quality As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al. , 1993). http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

SERVQUAL revisited: a critical review of service quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876049610148602
Publisher site
See Article on Publisher Site

Abstract

As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al. , 1993).

Journal

Journal of Services Marketing – Emerald Publishing

Published: Dec 1, 1996

Keywords: Service quality; Marketing strategy

References

  • An empirical assessment of the SERVQUAL scale
    Babakus, E.; Boller, G.W.
  • Adapting the SERVQUAL scale to hospital services: an empirical investigation
    Babakus, E.; Mangold, G.W.
  • Perceptions of responsiveness in service delivery
    Bebko, C.P.; Garg, R.K.
  • Evaluating service encounters: the effects of physical surroundings and employee responses
    Bitner, M.J.
  • What attributes determine quality and satisfaction with health care delivery?
    Bowers, M.R.; Swan, J.E.; Koehler, W.F.
  • Can the SERVQUAL scale be generalized to business to business?
    Brensinger, R.; Lambert, D.
  • A gap analysis of professional service quality
    Brown, S.W.; Swartz, T.A.
  • Research note: improving the measurement of service quality
    Brown, T.J.; Churchill, G.A.; Peter, J.P.
  • Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
    Carman, J.M.