Measuring service quality - A review and critique of research using SERVQUAL

被引：74
|
作者：
Coulthard, LJM [1 ]
机构：
[1] Univ Leicester, Leicester LE1 7RH, Leics, England
来源：
INTERNATIONAL JOURNAL OF MARKET RESEARCH | 2004年 / 46卷 / 04期
关键词：
D O I：
10.1177/147078530404600401
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The impact of SERVQUAL (Parasuraman et al. 1988) on the measurement of service quality is documented. Research highlighting conceptual, methodological and interpretative problems is critically reviewed in the light of recent advancements in service quality measurement and, specifically, research on the cognitive psychology of survey responding. Directions for future research are also discussed.
引用
收藏
页码：479 / 497
页数：19
相关论文
共 50 条
  • [1] MEASURING HEALTH CARE SERVICE QUALITY BY USING SERVQUAL
    Dosen, Durdana Ozretic
    Skare, Vatroslav
    Skare, Tatjana
    [J]. REVIJA ZA SOCIJALNU POLITIKU, 2010, 17 (01): : 27 - 44
  • [2] Measuring service quality of supply chain with SERVQUAL
    Zhang, Songtao
    Hou, Yanting
    [J]. Information Technology Journal, 2013, 12 (16) : 3785 - 3787
  • [3] Measuring Service Quality Of Export Credit Agency In Turkey By Using Servqual
    Aydemir, Sibel Dinc
    Gerni, Cevat
    [J]. PROCEEDINGS OF 7TH INTERNATIONAL STRATEGIC MANAGEMENT CONFERENCE, 2011, 24
  • [4] Measuring service quality of a public university library in Bangladesh using SERVQUAL
    Ahmed, S. M. Zabed
    Shoeb, Md. Zahid Hossain
    [J]. PERFORMANCE MEASUREMENT AND METRICS, 2009, 10 (01) : 17 - 32
  • [5] Measuring Service Quality in E-Retailing using SERVQUAL Model
    Siadat, Seyed Hossein
    Buyut, Veronica Clement
    Selamat, Harihodin
    [J]. INTERNATIONAL SYMPOSIUM OF INFORMATION TECHNOLOGY 2008, VOLS 1-4, PROCEEDINGS: COGNITIVE INFORMATICS: BRIDGING NATURAL AND ARTIFICIAL KNOWLEDGE, 2008, : 1818 - 1824
  • [6] Some problems and modifications when using SERVQUAL scale measuring service quality
    Antai Colloge of Economics and Management, Shanghai Jiaotong University, Shanghai 200052, China
    [J]. Xitong Gongcheng Lilum yu Shijian, 2006, 6 (41-48):
  • [7] Measuring the customer's perception of service quality using SERVQUAL in public services
    Hirmukhe, Jyotsna
    [J]. INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT, 2013, 19 (4-6) : 267 - 277
  • [8] SERVQUAL: Measuring higher education service quality in Thailand
    Yousapronpaiboon, Khanchitpol
    [J]. 5TH WORLD CONFERENCE ON EDUCATIONAL SCIENCES, 2014, 116 : 1088 - 1095
  • [9] Measuring service quality in the public sector: The potential for SERVQUAL
    Wisniewski, M
    Donnelly, M
    [J]. TOTAL QUALITY MANAGEMENT, 1996, 7 (04): : 357 - 365
  • [10] Case study: Measuring service quality of homestay in Malacca using SERVQUAL matrix
    Khodri, Ahmad Fazli Bin Mohd
    [J]. CURRENT ISSUES IN HOSPITALITY AND TOURISM RESEARCH AND INNOVATIONS, 2012, : 147 - 152
12345