See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/225083802

SERVQUAL: A multiple- Item Scale for measuring consumer

perceptions of service quality

Article  in  Journal of Retailing · January 1988

CITATIONS READS

18,266 304,136

3 authors:

A Parsu Parasuraman Valarie A. Zeithaml

University of Miami University of North Carolina at Chapel Hill
156 PUBLICATIONS   107,470 CITATIONS    119 PUBLICATIONS   135,970 CITATIONS   

SEE PROFILE SEE PROFILE

Leonard L Berry
Texas A&M University
212 PUBLICATIONS   110,373 CITATIONS   

SEE PROFILE

Some of the authors of this publication are also working on these related projects:

Cloud-based Business Process Management View project

Digitally Rich Experiences View project

All content following this page was uploaded by Valarie A. Zeithaml on 29 September 2014.

The user has requested enhancement of the downloaded file.

View publication stats