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Volume 30, Issue 1
1 January 1996
European Journal of Marketing Cover Image for Volume 30, Issue 1
Literature Review| January 01 1996

SERVQUAL: review, critique, research agenda Available to Purchase

Francis Buttle
Francis Buttle
Manchester Business School, Manchester, UK
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-7123
Print ISSN: 0309-0566
© MCB UP Limited
1996
European Journal of Marketing (1996) 30 (1): 8–32.
https://doi.org/10.1108/03090569610105762

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:
Measurement, Quality management, Service quality, Technology
© MCB UP Limited
1996
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