SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

Artículo

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman; Leonard L. Berry; Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988

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Autore / responsabile

A. Parasuraman; Leonard L. Berry; Valarie A. Zeithaml

Editore

Zenodo (CERN European Organization for Nuclear Research)

Anno

1988

Lingua

Inglés

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This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. After a discussion of the conceptualization and operationalization of the service quality construct, the procedures used in constructing and refining a multiple-item scale to measure the construct are described. Evidence of the scale's reliability, factor structure, and validity on the basis of analyzing data from four independent samples is presented next. The paper concludes with a discussion of potential applications of the scale.

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APA 7

Parasuraman, A, Berry, L. L, & Zeithaml, V. A. (1988). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. https://doi.org/10.5281/zenodo.14579729

MLA

Parasuraman, A, et al. "SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality." 1988. https://doi.org/10.5281/zenodo.14579729.

Chicago

Parasuraman, A, Leonard L. Berry, and Valarie A. Zeithaml. 1988. "SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality.". https://doi.org/10.5281/zenodo.14579729.

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Parasuraman, A, Berry, L. L. and Zeithaml, V. A. 1988, SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality, Zenodo (CERN European Organization for Nuclear Research), available at: https://doi.org/10.5281/zenodo.14579729 [Accessed 8 Aug. 2026].

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Titolo: SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

Autore / collaboratori: A. Parasuraman; Leonard L. Berry; Valarie A. Zeithaml

Editore: Zenodo (CERN European Organization for Nuclear Research)

Anno di pubblicazione: 1988

Lingua: Inglés

Soggetti

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SERVQUAL; Service quality; Business; Scale (ratio); Perception; Marketing; Quality (philosophy); Service (business); Psychology; Geography; Cartography; Neuroscience