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| Author: | Lam, S. S. Woo, K. S. |
| Title: | Measuring service quality: A test-retest reliability investigation of SERVQUAL |
| Journal: | Journal of the Market Research Society
1997 : APR, VOL. 39:2, p. 381-396 |
| Index terms: | SERVICE MANAGEMENT QUALITY |
| Language: | eng |
| Abstract: | The SERVQUAL scale is used by academics and practicing managers to measure service quality. Recent research has raised concerns about the reliability of SERVQUAL. This study assesses short and long range stability of SERVQUAL. The results indicate that the SERVQUAL scale is not stable over time as revealed by the insignificant correlation between the test scores and retest scores. |
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