SERVQUAL: A multiple-item scale for ... - Semantic Scholar

A. Parasuraman, V. Zeithaml, L. Berry; Published 1988; Business; Journal of Retailing. This paper describes the development of a 22-item instrument (called ... SkiptosearchformSkiptomaincontentSkiptoaccountmenuCorpusID:56252870SERVQUAL:Amultiple-itemscaleformeasuringconsumerperceptionsofservicequality.@article{Parasuraman1988SERVQUALAM, title={SERVQUAL:Amultiple-itemscaleformeasuringconsumerperceptionsofservicequality.}, author={A.ParasuramanandV.ZeithamlandLeonardL.Berry}, journal={JournalofRetailing}, year={1988}, volume={64}, pages={12-40} }A.Parasuraman,V.Zeithaml,L.BerryPublished1988BusinessJournalofRetailingThispaperdescribesthedevelopmentofa22-iteminstrument(calledSERVQUAL)forassessingcustomerperceptionsofservicequalityinserviceandretailingorganizations.Afteradiscussionoftheconceptualizationandoperationalizationoftheservicequalityconstruct,theproceduresusedinconstructingandrefiningamultiple-itemscaletomeasuretheconstructaredescribed.Evidenceofthescale'sreliability,factorstructure,andvalidityonthebasisofanalyzingdatafromfour… Expandedisciplinas.usp.brSavetoLibrarySaveCreateAlertAlertCiteShareThisPaper21,604CitationsHighlyInfluentialCitations1,871BackgroundCitations5,651MethodsCitations3,064ResultsCitations365ViewAll21,604CitationsCitationTypeCitationTypeAllTypesBackgroundCitationsMethodsCitationsResultsCitationsHasPDFPublicationTypeAuthorMoreFiltersMoreFiltersFiltersSortbyRelevanceSortbyMostInfluencedPapersSortbyCitationCountSortbyRecencyAnempiricalassessmentoftheSERVQUALscaleE.Babakus,G.BollerBusiness19921,646SaveAlertMeasuringservicequalityofbanks:ScaledevelopmentandvalidationOsmanM.Karatepe,U.Yavas,E.BabakusBusiness2005396SaveAlertMeasuringservicequality:IsSERVQUALnowredundant?A.SmithBusiness1995SERVQUAL,amultiple‐itemscaleformeasuringconsumerperceptionsofservicequality,wasintroducedin1988andrevisedin1991inresponsetosomecriticismfromresearcherswhohadtestedthe…Expand147SaveAlertServicequalitymeasurement:acriticalreviewoftheSERVQUALmodelP.Moolla,D.PlessisBusiness1997TLDRDespiteitspopularityseveralanalystshavesuggestedthatthemeasurehasseriousshortcomingsthatlimititsusefulness,suchastheoverlapofprocessandoutcome,andscaling,andthattheremaybelimitationstowidespreaduse.Expand5SaveAlertAServiceQualityModelforthePublicInformationServiceHyun-WoongJo,Sang-W.KimBusinessFGIT-UNESST2011TLDRThereisnoprobleminmeasuringthequalityofservicewiththeproposedfactorsandindices,accordingtothedevelopmentofa22-itemsinstrumentforassessingcustomerperceptionsofservicequalityaboutpublicinformationservice.ExpandSaveAlertMeasurementofinternalservicequality:applicationoftheSERVQUALbatterytointernalservicequalityGi-duKang,J.Jame,K.AlexandrisBusiness2002Internalmarketingisanimportantapproachforfosteringaservice‐andcustomer‐orientedcultureinanorganization.Acriticalcomponentofinternalmarketingistheprovisionofinternalservice…Expand223SaveAlertAservicequalitymeasurementderivedfromthetheoryofneedsHung-ChangChiu,Neng-PaiLinBusiness2004Aliteraturereviewhasindicatedthatamajorityofresearcherstendtodefinequalityasmeetingcustomers'needs.Thisstudythereforeattemptstodevelopanewservicequalityinstrumentcalled…Expand81PDFSaveAlertInSearchofServiceQualityMeasures:SomeQuestionsregardingPsychometricPropertiesR.Shewchuk,S.O’Connor,J.B.WhiteBusinessHealthservicesmanagementresearch1991TLDRResultsindicatethehypothesizedconceptualizationofservicequalitywasnotvalidinahealthcaresettinganditissuggestedthatadditionalmeasurementattentiontoconsumerperceptionsmayprovidefurtherinsightintosubjectivehealthcareservicequalityevaluation.Expand16SaveAlertMeasuringservicequality:currentthinkingandfuturerequirementsS.RobinsonBusiness1999ThepublicationofthefirstresultsoftheSERVQUALinstrumentprovokedadebateonhowbesttomeasureservicequality.Withmorethanadecadesincethepublicationofthoseresultsmany…Expand301SaveAlertANoteonSERVQUALReliabilityandValidityinInformationSystemServiceQualityMeasurementJamesJ.Jiang,GaryKlein,S.CramptonBusinessDecis.Sci.2000TLDRToday'sinformationsystemfunctionincludesalargeservicecomponentandtheSERVQUALinstrumentcanserveasausefulindicatorforinformationsystemmanagersattemptingtoidentifyareasofneededserviceimprovementandtoresearchersseekingasuccessmeasureofinformationsystemservices.Expand225SaveAlert...12345...ReferencesSHOWING1-10OF30REFERENCESSORTBYRelevanceMostInfluencedPapersRecencyMeasuringtheJobSatisfactionofIndustrialSalesmenGilbertA.Churchill,NeilM.Ford,O.WalkerBusiness1974Whiletheuniquecharacteristicsoftheindustrialsalesman'srolehasstimulatedmuchrecentresearch,thisuniquenessrequiresthedevelopmentanduseofoccupation-specificmeasurement…Expand579SaveAlertAConceptualModelofServiceQualityandItsImplicationsforFutureResearchA.Parasuraman,V.Zeithaml,L.BerryBusiness1985Theattainmentofqualityinproductsandserviceshasbecomeapivotalconcernofthe1980s.Whilequalityintangiblegoodshasbeendescribedandmeasuredbymarketers,qualityinservicesisla...18,837PDFSaveAlertTheSOCOScale:Ameasureofthecustomerorientationofsalespeople.R.Saxe,BartonA.WeitzBusiness1982Theconceptofcustomerorientationinsalespeopleisdefined,ascaleisdevelopedtomeasurethedegreetowhichsalespeopleengageincustomer-orientedselling,andthepropertiesofthescalea...1,636PDFSaveAlertConstructValidity:AReviewofBasicIssuesandMarketingPracticesJ.P.PeterBusiness1981Anattemptismadetoexplicatethemeaningofconstructvalidity.Operationalissuesintheprocessofconstructvalidationareinvestigated.AsubsetofJMRstudiesinvolvingconstructvalidation…Expand856SaveAlertTheConceptofQualityandtheEfficiencyofMarketsforConsumerProductsC.Hjorth-AndersenEconomics,Business1984Canconsumerstrustpricestobegoodqualityindicators?PreviousstudiesbasedonqualitydatafromConsumerReportshaveindicatedthattherelationofpricetooverallqualityisquiteweak.This…Expand197SaveAlertAParadigmforDevelopingBetterMeasuresofMarketingConstructsGilbertA.ChurchillBusiness1979Acriticalelementintheevolutionofafundamentalbodyofknowledgeinmarketing,aswellasforimprovedmarketingpractice,isthedevelopmentofbettermeasuresofthevariableswithwhichma...13,552SaveAlertModernFactorAnalysisE.B.Andersen,H.HarmanEconomics19685,024SaveAlertQualityIsFree:TheArtofMakingQualityCertainP.CrosbyBusiness1979Dothingsrightinthefirstplace,andyouwon'thavetopaytofixthemordothemover.Whetheryoumanagealargeplantorrunyourownsmallbusiness,applyingthissimpleprincipleofquality…Expand2,682PDFSaveAlertMeasurementandevaluationofsatisfactionprocessesinretailsettings.R.OliverBusiness19812,382SaveAlerttheEffectofBrandandPriceInformationonSubjectiveProductEvaluationsWilliamB.Dodds,K.B.MonroeBusiness1985673SaveAlert...123...RelatedPapersAbstract21,604Citations30ReferencesRelatedPapersByclickingacceptorcontinuingtousethesite,youagreetothetermsoutlinedinourPrivacyPolicy,TermsofService,andDatasetLicenseACCEPT&CONTINUE