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The validity of the SERVQUAL and SERVPERF scales

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References

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
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1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1996Services Marketing: Integrating Customer Focus Across the Firm

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3,049 cited

1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited

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