SERVQUAL revisited: a critical review of service quality
- 1 December 1996
- journal article
- review article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 10 (6), 62-81
- https://doi.org/10.1108/08876049610148602
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).Keywords
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