SERVQUAL: review, critique, research agenda
- 1 January 1996
- journal article
- Published by Emerald in European Journal of Marketing
- Vol. 30 (1), 8-32
- https://doi.org/10.1108/03090569610105762
Abstract
Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.Keywords
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