A review of twenty years of SERVQUAL research

916 citations recorded by the source corpus.

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

Employability skills: Perspectives from a knowledge-intensive industry (2015, methodology): “As a scale development technique, this approach mirrors implementation of the consumer‐based Expectation‐Confirmation Model (Poister and Clayton Thomas, 2011) and the use of SERVQUAL in researching service quality (Ladhari, 2009).”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, methodology): “Moreover, the five dimensions of the SERVQUAL instrument have raised substantial doubts regarding the use of all five variables (Brown et al., 1993; Cronin and Taylor, 1992; Teas, 1993; Ladhari, 2009).”
Factors influencing healthcare service quality. (2014, neutral): “This makes quality control difficult because the customer cannot judge ‘quality’ prior to purchase and consumption (22).”
In search of quality: measuring Higher Education Service Quality (HiEduQual) (2019, background): “Ladhari (2009) argues that the SERVQUAL scale is not comprehensive and that there is a need to add further dimensions to the model in order to measure service quality in a more robust manner.”