An Evaluation of the SERVQUAL Scales in a Retailing Setting

Finn, David W.; Lamb Jr., Charles W.
January 1991
Advances in Consumer Research;1991, Vol. 18 Issue 1, p483
Conference Proceeding
A series of articles by Parasuraman, Zeithaml, and Berry has traced the development of a theory that attempts to explain how consumers acquire perceptions of the quality of service firms. Parallel with their theory development, Parasuraman, et al. have experimented with various ways of measuring the hypothetical dimensions of service quality. Their latest effort resulted in a set of scales they have named SERVQUAL. The research reported here examined the usefulness of SERVQUAL in a retail setting. Results do not support the proposition that the instrument can he used to assess perceived service quality in retailing.


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