SERVQUAL revisited: a critical review of service quality

Patrick Asubonteng (Graduate School of Management and Department of Health Services Administration, The University of Alabama at Birmingham, Birmingham, Alabama, USA.)
Karl J. McCleary (Graduate School of Management and Department of Health Services Administration, the University of Alabama at Birmingham as well as an Assistant Professor of Health Services Management in the School of Medicine, The University of Missouri at Columbia, Columbia, Missouri, USA.)
John E. Swan (Birmingham Business Associates Professor of Marketing in the School of Business, the University of Alabama at Birmingham, Birmingham, Alabama, USA)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 December 1996

Abstract

As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).

Keywords

Citation

Asubonteng, P., McCleary, K. and Swan, J. (1996), "SERVQUAL revisited: a critical review of service quality", Journal of Services Marketing, Vol. 10 No. 6, pp. 62-81. https://doi.org/10.1108/08876049610148602

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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