scispace - formally typeset
Search or ask a question

Showing papers in "Journal of Retailing in 1988"


Journal Article
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.

21,693 citations