SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
Wakefield, K.L. and Blodgett, J.G. (1996), "The effect of the servicescape on customers’ behavioral intentions in leisure service settings", Journal of Services Marketing, Vol. 10 No. 6, pp. 45-61. https://doi.org/10.1108/08876049610148594Download as .RIS
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