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Scholarly Journal

Research note: Improving the measurement of service quality

Brown, Tom J; Churchill, Gilbert A, Jr; Peter, J Paul. Journal of Retailing; Greenwich Vol. 69, Iss. 1, (Spring 1993): 127.

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SERVQUAL, which involves the calculation of the differences between expectations and perceptions on a number of prespecified criteria, is currently the most popular measure of service quality. However, there are some serious problems in conceptualizing service quality as a difference score; these are reviewed and empirically investigated. An alternative method for measuring service quality is found to have favorable psychometric properties and to be more efficient than SERVQUAL.

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Details

Title

Research note: Improving the measurement of service quality

Author

Brown, Tom J; Churchill, Gilbert A, Jr; Peter, J Paul

Pages

127

Publication year

1993

Publication date

Spring 1993

Publisher

Elsevier Limited

ISSN

00224359

e-ISSN

18733271

Source type

Scholarly Journal

Language of publication

English

ProQuest document ID

228678607

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