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Service quality

About: Service quality is a(n) research topic. Over the lifetime, 35529 publication(s) have been published within this topic receiving 878962 citation(s).
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Journal Article
Abstract: 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.

20,778 citations

Journal ArticleDOI
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...

15,224 citations

Journal ArticleDOI
Abstract: If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...

9,893 citations

Journal ArticleDOI
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...

9,126 citations

Journal ArticleDOI
Abstract: Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

5,847 citations

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No. of papers in the topic in previous years

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Topic's top 5 most impactful authors

Gabriella Mazzulla

31 papers, 1.7K citations

Laura Eboli

29 papers, 1.6K citations

Victor R. Prybutok

23 papers, 1.4K citations

Valarie A. Zeithaml

20 papers, 37.6K citations

Rocío de Oña

16 papers, 516 citations