Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
Public Deposited- Creator
-
Berry, Leonard L.
- Other Affiliation: Texas A&M University, Department of Marketing, College Station, TX 77843
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Parasuraman, A.
- Other Affiliation: University of Miami, School of Business Administration, Department of Marketing, Coral Gables, FL 33124-6554
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Zeithaml, Valarie A.
- Other Affiliation: Partners for Service Excellence, USA
- Abstract
- Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study's findings.
- Date of publication
- 1994
- DOI
- Identifier
- https://doi.org/10.1016/0022-4359(94)90033-7
- 2-s2.0-0000977997
- Related resource URL
- Resource type
- Article
- Rights statement
- In Copyright
- Journal title
- Journal of Retailing
- Journal volume
- 70
- Journal issue
- 3
- Page start
- 201
- Page end
- 230
- Language
- English
- Version
- Postprint
- ISSN
- 0022-4359
Relations
- Parents:
This work has no parents.
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