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    PZBSERVQUALJR88

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    SEBASTIAN MARULANDA MARIN
    This document summarizes a 1988 journal article by Parasuraman, Zeithaml, and Berry that introduced SERVQUAL, a multiple item scale for measuring consumer perceptions of service quality. SERVQUAL assesses service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The article has been cited over 20,000 times and read over 370,000 times, establishing SERVQUAL as a seminal work in the measurement of service quality.

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    PZBSERVQUALJR88

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    SEBASTIAN MARULANDA MARIN
    13 views30 pages
    This document summarizes a 1988 journal article by Parasuraman, Zeithaml, and Berry that introduced SERVQUAL, a multiple item scale for measuring consumer perceptions of service quality. SERVQUAL assesses service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The article has been cited over 20,000 times and read over 370,000 times, establishing SERVQUAL as a seminal work in the measurement of service quality.

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    This document summarizes a 1988 journal article by Parasuraman, Zeithaml, and Berry that introduced SERVQUAL, a multiple item scale for measuring consumer perceptions of service quality. SERVQUAL assesses service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The article has been cited over 20,000 times and read over 370,000 times, establishing SERVQUAL as a seminal work in the measurement of service quality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    13 views30 pages

    PZBSERVQUALJR88

    Uploaded by

    SEBASTIAN MARULANDA MARIN
    This document summarizes a 1988 journal article by Parasuraman, Zeithaml, and Berry that introduced SERVQUAL, a multiple item scale for measuring consumer perceptions of service quality. SERVQUAL assesses service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The article has been cited over 20,000 times and read over 370,000 times, establishing SERVQUAL as a seminal work in the measurement of service quality.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 30

    See discussions, stats, and author profiles for this publication at: https://www.researchgate.

    net/publication/225083802

    SERVQUAL: A multiple- Item Scale for measuring consumer


    perceptions of service quality

    Article  in  Journal of Retailing · January 1988

    CITATIONS READS

    20,748 374,159

    3 authors:

    A Parsu Parasuraman Valarie A. Zeithaml


    University of Miami University of North Carolina at Chapel Hill
    156 PUBLICATIONS   122,811 CITATIONS    119 PUBLICATIONS   153,921 CITATIONS   

    SEE PROFILE SEE PROFILE

    Leonard L Berry
    Texas A&M University
    215 PUBLICATIONS   124,368 CITATIONS   

    SEE PROFILE

    Some of the authors of this publication are also working on these related projects:

    Customer Experience View project

    Customer Portfolio Analysis View project

    All content following this page was uploaded by Valarie A. Zeithaml on 29 September 2014.

    The user has requested enhancement of the downloaded file.


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