SERVQUAL (English Wikipedia)

Analysis of information sources in references of the Wikipedia article "SERVQUAL" in English language version.

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jstor.org

van Dyke, T.P., Kappelman, L.A. and Prybutok, V.R.,"Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire," MIS Quarterly, Vol. 21, No. 2, 1997, pp. 195-208, <Online: https://www.jstor.org/stable/249419>

Parasuraman, A, Ziethaml, V. and Berry, L.L., "SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality' Journal of Retailing, Vo. 62, no. 1, 1985, pp 12-40 <online:https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality>