Measuring Service Quality: A Reexamination and Extension
1992/07/01 by J. Joseph Cronin, Steven A. Taylor · 8,923 citations
Business, Management and Accounting · Decision Sciences · Psychology · #Advertising #Business #Computer science #Conceptualization #Construct (python library) #Consumer Retail Behavior Studies #Consumer satisfaction #Customer Service Quality and Loyalty #Marketing #Operationalization #Psychology #Quality (philosophy) #SERVQUAL #Service (business) #Service quality #Technology Adoption and User Behaviour #Test (biology)
paper · doi:10.1177/002224299205600304
published in Journal of Marketing 56(3), 55-68 (SAGE Publishing)
openalex publication_date 1992/07/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/05
Abstract
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
Citations
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