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SERVQUAL: review, critique, research agenda

Francis Buttle (Manchester Business School, Manchester, UK)

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 January 1996

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Abstract

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.

Keywords

Citation

Buttle, F. (1996), "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, pp. 8-32. https://doi.org/10.1108/03090569610105762

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited