SERVQUAL: review, critique, research agenda
Francis Buttle
(Manchester Business School, Manchester, UK)
42931
Abstract
Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
Keywords
Citation
Buttle, F. (1996), "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, pp. 8-32. https://doi.org/10.1108/03090569610105762
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited