IMPROVING THE MEASUREMENT OF SERVICE QUALITY

被引：490

作者：

BROWN, TJ ^{[1
]}

CHURCHILL, GA ^{[1
]}

PETER, JP ^{[1
]}

机构：

[1] UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA

来源：

JOURNAL OF RETAILING | 1993年 / 69卷 / 01期

关键词：

D O I：

10.1016/S0022-4359(05)80006-5

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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 in this paper. An alternative method for measuring service quality is found to have favorable psychometric properties and to be more efficient than SERVQUAL.

引用

页码：127 / 139

页数：13

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