This paper presents a case study of a pioneering nationwide implementation of SERVQUAL
by a major UK high street bank between 1993 and 1997 at an annual cost of one million …

Presents an empirical study of major quality improvement initiatives recently undertaken by
two British banks. Provides a useful comparison of the two different approaches, and …

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 …

This study investigates the psychometric properties of the well-known SERVQUAL model in
the Canadian banking industry. The study utilises the performance component of …

SERVQUAL, a multiple‐item scale for measuring consumer perceptions of service quality,
was introduced in 1988 and revised in 1991 in response to some criticism from researchers …

The rapid development of the service industries and the inevitable rise in competition
between rival companies have resulted in an increasing need for service providers to …

As competition becomes more intense and environmental factors become more hostile, the
concern for service quality grows. If service quality is to become the cornerstone of …

The definition and measurement of service quality as a 5-dimensional construct, as in
SERVQUAL, appears to suffer from a number of methodological shortcomings. A review of …

In a previous article we presented SERVQUAL, a multiple-item scale for measuring service
quality (Parasuraman, Zeithaml, and Berry 1988). In the present article, we discuss findings …

The publication of the first results of the SERVQUAL instrument provoked a debate on how
best to measure service quality. With more than a decade since the publication of those …