Corpus ID: 56252870

SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

@article{Parasuraman1988SERVQUALAM,
  title={SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.},
  author={A. Parasuraman and Valarie A Zeithaml and L. Berry},
  journal={Journal of Retailing},
  year={1988},
  volume={64},
  pages={12-40}
}
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. After a discussion of the conceptualization and operationalization of the service quality construct, the procedures used in constructing and refining a multiple-item scale to measure the construct are described. Evidence of the scale's reliability, factor structure, and validity on the basis of analyzing data from four… Expand
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