TY - JOUR
T1 - Alternative scales for measuring service quality
T2 - A comparative assessment based on psychometric and diagnostic criteria
AU - Parasuraman, A.
AU - Zeithaml, Valarie A.
AU - Berry, Leonard L.
PY - 1994/1/1
Y1 - 1994/1/1
N2 - Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study's findings.
AB - Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study's findings.
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U2 - 10.1016/0022-4359(94)90033-7
DO - 10.1016/0022-4359(94)90033-7
M3 - Article
AN - SCOPUS:0000977997
VL - 70
SP - 201
EP - 230
JO - Journal of Retailing
JF - Journal of Retailing
SN - 0022-4359
IS - 3
ER -