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Servqual

In: Business and Management

Submitted By Rubiya
Words 11349
Pages 46
European Journal of Marketing 30,1 8
Received October 1994 Revised April 1995

SERVQUAL: review, critique, research agenda
Francis Buttle
Manchester Business School, Manchester, UK
SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al., 1985; 1986; 1988; 1990; 1991a; 1991b; 1993; 1994; Zeithaml et al., 1990; 1991; 1992; 1993). The ABI/Inform database “Global edition”, (September 1994) reports that service quality has been a keyword in some 1,447 articles published in the period January 1992 to April 1994. By contrast SERVQUAL has been a keyword in just 41 publications. These publications incorporate both theoretical discussions and applications of SERVQUAL in a variety of industrial, commercial and not-for-profit settings. Published studies include tyre retailing (Carman, 1990) dental services (Carman, 1990), hotels (Saleh and Ryan, 1992) travel and tourism (Fick and Ritchie, 1991), car servicing (Bouman and van der Wiele, 1992), business schools (Rigotti and Pitt, 1992), higher education (Ford et al., 1993; McElwee and Redman, 1993), hospitality ( Johns, 1993), business-tobusiness channel partners (Kong and Mayo, 1993), accounting firms (Freeman and Dart, 1993), architectural services (Baker and Lamb, 1993), recreational services (Taylor et al., 1993), hospitals (Babakus and Mangold, 1992; Mangold and Babakus, 1991; Reidenbach and Sandifer-Smallwood, 1990; Soliman, 1992; Vandamme and Leunis, 1993; Walbridge and Delene, 1993), airline catering (Babakus et al., 1993a), banking (Kwon and Lee, 1994; Wong and Perry, 1991) apparel retailing (Gagliano and Hathcote, 1994) and local government (Scott and Shieff,...

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