IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v18y1998i2p16-44.html
   My bibliography  Save this article

An Empirical Study of Servqual's Dimensionality

Author

Listed:
  • Sylvie Llosa
  • Jean-Louis Chandon
  • Chiara Orsingher

Abstract

This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients’ mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, ‘Tangibles’, is clearly perceived followed by ‘Empathy’. The three other dimensions, ‘Reliability’, ‘Insurance’ and ‘Responsiveness ', are confused in the client's mind.

Suggested Citation

  • Sylvie Llosa & Jean-Louis Chandon & Chiara Orsingher, 1998. "An Empirical Study of Servqual's Dimensionality," The Service Industries Journal, Taylor & Francis Journals, vol. 18(2), pages 16-44, April.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:16-44
    DOI: 10.1080/02642069800000017
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069800000017
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069800000017?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aswin Sangpikul, 2022. "Obtaining An In-Depth Understanding Of The Assurance Dimension Of Servqual In The Spa Industry: A Case Of Spas In Bangkok," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 28(2), pages 381-396, August.
    2. Dávila Bustamante Manuel Enrique & Coronado Quintana José Angel & Cerecer Castro Bayardo Manuel, 2012. "Las dimensiones de la calidad del servicio en el proceso de distribución y comercialización de energía eléctrica," Contaduría y Administración, Accounting and Management, vol. 57(3), pages 175-195, julio-sep.
    3. Anne Julien & Christina Tsoni, 2013. "Front-line Employee versus Customer Perceptions of Quality Attributes," Post-Print halshs-00850129, HAL.
    4. Zhang Juan, 2020. "Diversification of Factors Influencing Qualitative Evaluation of a Historical and Cultural Destination," Polish Journal of Sport and Tourism, Sciendo, vol. 27(1), pages 33-39, March.
    5. Ryang Suk Lee & Sheng Yen Lee, 2023. "Analysis of Relationship between Service Quality of Food and Beverage and Customer Behaviors for Sustainable Golf Course Management," Sustainability, MDPI, vol. 15(14), pages 1-19, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:18:y:1998:i:2:p:16-44. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.