SERVQUAL revisited: a critical review of service quality

Journal of Services Marketing - 1996
PatrickAsubonteng1, Karl J.McCleary2, John E.Swan3
1Graduate School of Management and Department of Health Services Administration, The University of Alabama at Birmingham, Birmingham, Alabama, USA.
2Graduate School of Management and Department of Health Services Administration, the University of Alabama at Birmingham as well as an Assistant Professor of Health Services Management in the School of Medicine, The University of Missouri at Columbia, Columbia, Missouri, USA.
3Birmingham Business Associates Professor of Marketing in the School of Business, the University of Alabama at Birmingham, Birmingham, Alabama, USA

Tóm tắt

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).

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Tài liệu tham khảo

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