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| Author: | Brady, M.K. Cronin, J.J. Brand, R.R. |
| Title: | Performance-only measurement of service quality: A replication and extension |
| Journal: | Journal of Business Research
2002 : JAN, VOL. 55:1, p. 17-31 |
| Index terms: | Market research Psychology Consumer attitudes Consumer satisfaction Quality control Models USA |
| Language: | eng |
| Abstract: | This study replicates and extends the Cronin and Taylor (1992) study suggestion that service quality be measured using a performance-only index (SERVPERF) as opposed to the gap-based SERVQUAL scale. The intent of the research is to examine the ability of the performance-only measurement approach to capture the variance in consumers' overall perceptions of service quality across 3 studies. The results of all 3 studies indicate that service quality is properly modeled as an antecedent of satisfaction. |
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