Transcription of SERVQUAL: A Multiple-Item Scale for Measuring Consumer ...
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SERVQUAL: A Multiple-Item Scale for Measuring Consumer ...
Volume 64 Number 1 Spring 1988 SERVQUAL: AMultiple-Item Scale forMeasuring ConsumerPerceptions ofService QualityA. PARASURAMAN VALARIE A. ZEITHAMLF oley's/Federated Professor of retailing Associate Professorand Marketing Studies of MarketingTexas A & M University Duke UniversityCollege Station, Texas Raleigh-Durham, N. CarolinaLEONARD L. BERRYF oley's/Federated Professor of Retailingand Marketing StudiesTexas A & M UniversityCollege Station, TexasThis paper describes the development of a 22-item instrument (calledSERVQUAL) for assessing customer perceptions of service quality inservice and retailing organizations.
Foley's/Federated Professor of Retailing and Marketing Studies Texas A & M University College Station, Texas 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 conceptu-
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