The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
SERVQUAL revisited: a critical review of service quality
Abstract
As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
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Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011) · Journal of Islamic Marketing · doi:10.1108/17590831111164750 · Cited by 112
Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana
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Metadata
- Authors
- Asubonteng, P., McCleary, K. J., & Swan, J. E.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 1996-12-01
- Volume
- 10
- Issue
- 6
- Pages
- 62-81
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1989741922
- Cited by
- 1,031
- References
- 2
- FWCI
- 9.40
- Type
- journal article
- Language
- en
- Open access
- closed
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