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Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria

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Handbuch Dienstleistungsmanagement

Abstract

Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study’s findings.

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Author information

Authors and Affiliations

  1. University of Miami, USA

    Anantharanthan Parasuraman Ph.D. (Professor und Inhaber des James W. McLamore Chair in Marketing)

  2. Texas A&M University, USA

    Leonard L. Berry Ph.D. (Professor of Marketing, JCPenney Chair of Retailing Studies)

Authors
  1. Anantharanthan Parasuraman Ph.D.
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  2. Valarie A. Zeithaml
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  3. Leonard L. Berry Ph.D.
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Editor information

Editors and Affiliations

  1. Lehrstuhl für Marketing und Unternehmensführung, Universität Basel (WWZ), Postfach, Petersgraben 51, CH-4003, Basel, Schweiz

    Manfred Bruhn (Professor für Allgemeine Betriebswirtschaftslehre, insbesondere Marketing und Unternehmensführung) (Professor für Allgemeine Betriebswirtschaftslehre, insbesondere Marketing und Unternehmensführung)

  2. Institut für Marketing, Westfälische Wilhelms-Universität, Universitätsstr. 14-16, D-48143, Münster, Deutschland

    Heribert Meffert

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© 1998 Springer Fachmedien Wiesbaden

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Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1998). Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. In: Bruhn, M., Meffert, H. (eds) Handbuch Dienstleistungsmanagement. Gabler Verlag, Wiesbaden. https://doi.org/10.1007/978-3-322-96503-5_19

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  • DOI: https://doi.org/10.1007/978-3-322-96503-5_19

  • Publisher Name: Gabler Verlag, Wiesbaden

  • Print ISBN: 978-3-322-96504-2

  • Online ISBN: 978-3-322-96503-5

  • eBook Packages: Springer Book Archive

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