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ArticleMore on improving service quality measurement

A. Parasuraman1993

Article1993

More on improving service quality measurement

A. Parasuraman · Leonard L. Berry · Valarie A. Zeithaml

878 citations·0/0 files stored·Journal of Retailing

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Customer Service Quality and Loyalty Psychometric Methodologies and Testing Service and Product Innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Refinement and reassessment of the SERVQUAL scale.1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1993The Nature and Determinants of Customer Expectations of Service 1992An empirical assessment of the SERVQUAL scale 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality 1993Improving the measurement of service quality

Cited by

1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS 1996Determinants of customer satisfaction in retail banking 2000The Relationships between Culture and Service Quality Perceptions 2000The determinants of perceived service quality and its relationship with satisfaction 1997The impact of other customers on service experiences: A critical incident examination of “getting along”

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1996SERVQUAL: review, critique, research agendaarticle · 7 shared references 2000The determinants of perceived service quality and its relationship with satisfactionarticle · 7 shared references 1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1article · 7 shared references 2002Determinants of customer‐perceived service quality: a confirmatory factor analysis approacharticle · 7 shared references 1994Developing an Instrument to Measure Customer Service Quality in Branch Bankingarticle · 7 shared references 2001Measuring and managing service quality: integrating customer expectationsarticle · 7 shared references

Details

Year1993

Typearticle

Published1993-03-01

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations878

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0022-4359(05)80007-7

openalex_workW2000437409

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1994

Antecedents to Customer Expectations for Service Recovery

2006Service quality, customer satisfaction, and behavioral intentions in the service factory

2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector