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An Empirical Study of Servqual's Dimensionality

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  • 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
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    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. Anne Julien & Christina Tsoni, 2013. "Front-line Employee versus Customer Perceptions of Quality Attributes," Post-Print halshs-00850129, HAL.
    3. 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.
    4. 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.
    5. 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.

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