TY  - JOUR
AB  - 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).
VL  - 10
IS  - 6
SN  - 0887-6045
DO  - 10.1108/08876049610148602
UR  - https://doi.org/10.1108/08876049610148602
AU  - Asubonteng Patrick
AU  - McCleary Karl J.
AU  - Swan John E.
PY  - 1996
Y1  - 1996/01/01
TI  - SERVQUAL revisited: a critical review of service quality
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 62
EP  - 81
Y2  - 2024/05/08
ER  -