SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
Journal of MarketingPublished 1 January 1994
J. Joseph Cronin, Steven A. Taylor
Citations1,208
SJR quartileQ1
SJR score13.39
SNIP5.22
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Abstract
The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified.
Keywords
Business, Management and Accounting