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Defining and Measuring the Quality of Customer Service

Marketing Intelligence & Planning

ISSN: 0263-4503

Article publication date: 1 June 1990

8403

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.

Keywords

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

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