SERVQUAL: review, critique, research agenda

19961,727 citationsJournal Article

Authors

Francis Buttle · University of Manchester

Abstract

Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.

Topics & Keywords

Customer Service Quality and Loyalty Customer churn and segmentation Technology Adoption and User Behaviour

UN Sustainable Development Goals

Industry, innovation and infrastructure

Publication Details

Published in: European Journal of Marketing

Volume 30, Issue 1, pp. 8-32

DOI: 10.1108/03090569610105762

Field-Weighted Citation Impact: 24.90