In 1988, Parasuram et al. developed an instrument to measure service quality which is still used in numerous studies by both academics and practitioners. However, few studies address the aspects of dimensionality and construct validity of the scale. This article presents a description of the practices regarding the dimensionality and validity of SERVQUAL. Beginning with a sample of 74 empirical studies which used the SERVQUAL scale, the paper evaluates aspects of validity addressed by the authors. Finally, the article evaluates the influence of research design characteristics on the reliability of the SERVQUAL.
NYECK, S., MORALES, M., LADHARI, R. and PONS, F. (2002). Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument. In: 31st EMAC Conference. European Marketing Academy (EMAC).