Authors
Kirk L Wakefield, Jeffrey G Blodgett
Publication date
1996/12/1
Journal
Journal of Services Marketing
Volume
10
Issue
6
Pages
45-61
Publisher
MCB UP Ltd
Description
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.
Total citations
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