An empirical assessment of the SERVQUAL scale

Journal of Business Research

Volumn 24, Issue 3, 1992, Pages 253-268

  Babakus, Emin ^a   Boller, Gregory W ^a  

^a UNIVERSITY OF MEMPHIS   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33746796961     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/0148-2963(92)90022-4     Document Type: Article

References (39)

1. Hitting the Service Excellence Target
2. Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach
3. Stage of the Product Life Cycle Business Strategy and Business Performance
4. Estimating Nonresponse Bias in Mail Surveys
5. Adapting the ‘SERVQUAL’ Scale to Health Care Environment: An Empirical Assessment
6. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error A comment
7. A Prospectus for Theory Construction in Marketing
8. On the Evaluation of Structural Equation Models
9. A Model of Perceived Service Value
10. A Gap Analysis of Professional Service Quality
11. Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions
12. A Paradigm for Developing Better Measures of Marketing Constructs
13. How We Should Measure “Change” —Or Should We?
14. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
15. A Service Quality Model and Its Marketing Implications
16. An Investigation in and Generation of Service Quality Concepts
17. Some Issues in Sociological Measurement
18. Managerial Satisfactions and Organizational Roles: An Investigation of Porter's Need Deficiency Scales
19. An Assessment of the Role Conflict and Ambiguity Scales
20. Construct Validation in Marketing: A Comparison of Methods in Assessing the Validity of the Affective, Conative and Cognitive Components of Attitudes
21. A Technique for Measurement of Attitudes
22. Classifying Services to Gain Strategic Marketing Insights
23. A Conceptual Model of Service Quality and Its Implications for Future Research
24. SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality
25. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality
26. Relationships among Research Design Choices and Psychometric Properties of Rating Scales A Meta-Analysis
27. Product Quality Cost Position and Business Performance A Test of Some Key Hypotheses
28. Job Attitudes and Management: I. Perceived Deficiencies in Need Fulfillment as a Function of Job Level
29. Factors Defined by Negatively Keyed Items The Result of Careless Respondents?
30. Predictability and Personalization in the Service Encounter
31. Consumer and Provider Expectations and Experiences in Evaluating Professional Service Quality
32. Some Methodological Remarks on the SERVQUAL Model
33. Are Deficiency Scores Deficient?
34. Can Consumers by Segmented on the Basis of Their Service Quality Expectations?
35. Consumer Perceptions of Price Quality and Value A Means-End Model and Synthesis of Evidence
36. Communication and Control Processes in the Delivery of Service Quality