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A Review and Critique of Research Using Servqual

  • Morrison Coulthard L
International Journal of Market Research (2004) 46(4) 479-497
DOI: 10.1177/147078530404600401
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Abstract

The impact of SERVQUAL (Parasuraman et al. 1988) on the measurement of service quality is documented. Research highlighting conceptual, methodological and interpretative problems is critically reviewed in the light of recent advancements in service quality measurement and, specifically, research on the cognitive psychology of survey responding. Directions for future research are also discussed.

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APA

Morrison Coulthard, L. J. (2004). A Review and Critique of Research Using Servqual. International Journal of Market Research, 46(4), 479–497. https://doi.org/10.1177/147078530404600401

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