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| Author: | Buttle, F. |
| Title: | SERVQUAL: review, critique, research agenda |
| Journal: | European Journal of Marketing
1996 : VOL. 30:1, p. 8-32 |
| Index terms: | SERVICE MARKETING QUALITY TECHNOLOGY |
| Language: | eng |
| Abstract: | Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda. SERVQUAL has undouptedly had a major impact on the business and academic communities. This review identifies a number of theoretical and operational issues which should concern users of the instrument. Since the most serious of these are concerned with face validity and construct validity, this conclusion briefly reviews the nature and significance of validity. |
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