Journal Article

A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality

  • Parasuraman A
  • Zaithaml V
  • L. A
Jurnal Of Retailing (2008) 64(January) 12-35
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Abstract

this paper describe the development of a 22-item instrument (called SERVQUAL) for assesing customer perceptions

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CITATION STYLE

APA

Parasuraman, A., Zaithaml, V. A., & L., A. B. L. (2008). A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Jurnal Of Retailing, 64(January), 12–35.

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