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Defining and Measuring the Quality of Customer Service

Marketing Intelligence & Planning

ISSN: 0263-4503

Article publication date: 1 June 1990

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Abstract

The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.

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Citation

Lewis, B.R. and Mitchell, V.W. (1990), "Defining and Measuring the Quality of Customer Service", Marketing Intelligence & Planning, Vol. 8 No. 6, pp. 11-17. https://doi.org/10.1108/EUM0000000001086

Publisher

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MCB UP Ltd

Copyright © 1990, MCB UP Limited