An empirical assessment of the SERVQUAL scale

doi:10.1016/0148-2963(92)90022-4

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An empirical assessment of the SERVQUAL scale

Journal Article•DOI•

An empirical assessment of the SERVQUAL scale

Emin Babakus¹, Gregory W. Boller¹•Institutions (1)

University of Memphis¹

01 May 1992-Journal of Business Research (Elsevier)-Vol. 24, Iss: 3, pp 253-268

TL;DR: In this paper, a review of the potential problems and the findings from an empirical study are presented in this article, suggesting that the dimensionality of service quality may depend on the type of services under study.

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About: This article is published in Journal of Business Research.The article was published on 1992-05-01. It has received 2081 citations till now. The article focuses on the topics: SERVQUAL & Service quality.

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Journal Article•DOI•

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

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J. Joseph Cronin¹, Michael K. Brady², G. Tomas M. Hult¹•Institutions (2)

Florida State University College of Business¹, Boston College²

01 Jun 2000-Journal of Retailing

TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.

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6,176 citations

Cites methods from "An empirical assessment of the SERV..."

...The items are also similar to those reported and used throughout the services marketing literature (cf., Babakus and Boller, 1992; Cronin and Taylor, 1992)....
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...Service quality is a widely studied, and debated, construct (cf., Babakus and Boller, 1992; Brown, Churchill, and Peter, 1993; Carman, 1990; Peter, Churchill, and Brown, 1993; Cronin and Taylor, 1992, 1994; Parasuraman, Zeithaml, and Berry, 1988; Teas, 1993)....
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...The second measure consisted of three overall direct measures of service quality (OSQ) that were adapted from Oliver’s (1997) work, but are also similar to other OSQ indicators used elsewhere in the literature (cf., Babakus and Boller, 1992; Cronin and Taylor, 1992)....
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Journal Article•DOI•

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

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Michael K. Brady¹, J. Joseph Cronin²•Institutions (2)

Boston College¹, Florida State University²

01 Jul 2001-Journal of Marketing

TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.

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Abstract: Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

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3,309 citations

Journal Article•DOI•

Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:

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J. Joseph Cronin¹, Steven A. Taylor²•Institutions (2)

Florida State University¹, Illinois State University²

01 Jan 1994-Journal of Marketing

TL;DR: In this article, the authors respond to concerns raised by Parasuraman, Zeithaml, and Berry about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality.

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Abstract: The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. Th...

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2,825 citations

Journal Article•DOI•

Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research:

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A. Parasuraman¹, Valarie A. Zeithaml, Leonard L. Berry¹•Institutions (1)

Texas A&M University¹

01 Jan 1994-Journal of Marketing

TL;DR: The SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize it are discussed in this paper, where the authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993).

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Abstract: The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize...

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2,798 citations

SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations

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Steven A. Taylor, J. Joseph Cronin

01 Jan 1994

2,748 citations

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References

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Journal Article•DOI•

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

[...]

Claes Fornell¹, David F. Larcker²•Institutions (2)

University of Michigan¹, Northwestern University²

01 Feb 1981-Journal of Marketing Research

TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...

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Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

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56,555 citations

Journal Article•DOI•

Structural equation modeling in practice: a review and recommended two-step approach

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James C. Anderson¹, David W. Gerbing²•Institutions (2)

Northwestern University¹, Portland State University²

01 Jan 1988-Psychological Bulletin

TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.

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Abstract: In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.

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34,720 citations

Journal Article•

SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

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A. Parasuraman¹, Valarie A. Zeithaml, Leonard L. Berry•Institutions (1)

Texas A&M University¹

01 Jan 1988-Journal of Retailing

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.

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21,693 citations

Journal Article•DOI•

On the evaluation of structural equation models

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Richard P. Bagozzi¹, Youjae Yi¹•Institutions (1)

University of Michigan¹

01 Jan 1988-Journal of the Academy of Marketing Science

TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.

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Abstract: Criteria for evaluating structural equation models with latent variables are defined, critiqued, and illustrated. An overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence. Model assessment is considered to be a complex process mixing statistical criteria with philosophical, historical, and theoretical elements. Inevitably the process entails some attempt at a reconcilation between so-called objective and subjective norms.

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19,160 citations

Journal Article•DOI•

A Conceptual Model of Service Quality and Its Implications for Future Research

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A. Parasuraman¹, Valarie A. Zeithaml¹, Leonard L. Berry¹•Institutions (1)

Texas A&M University¹

23 Jan 1985-Journal of Marketing

TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...

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Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

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16,185 citations

"An empirical assessment of the SERV..." refers background or methods or result in this paper

...(Parasuraman et al., 1985; Zeithaml et al., 1988)....
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...In this way, our results can be compared with those provided by Parasuraman et al. (1988). In some cases, we provide analyses that were not undertaken by Parasuraman et al....
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...One can readily see that the rules of convergence and discrimination do not hold for any other dimension proposed by Parasuraman et al. (1988). To further address dimensionality, an exploratory factor analysis was conducted....
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...A careful examination of the correlations reveals that the rules for convergence and discrimination do not hold to indicate the existence of the 5 dimensions proposed by Parasuraman et al. (1988). For instance, the first 4 items (01 to Q4), which represent the “tangibles” dimension of service quality, should converge by exhibiting uniformly high correlations among themselves, and discriminate by exhibiting low correlations with items in other dimensions....
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