Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry?

A visitors' evaluation index for a visit to an archaeological site

“…However, the SERVQUAL model has been criticised for both its psychometric setting and its methodology (Brady & Cronin, 2001), especially when used in certain service settings (Frochot & Hughes, 2000). These criticisms have led to various modifications and adaptations of the scale, including certain changes anticipated and suggested by the originators of the scale (Brady & Cronin, 2001;Parasuraman et al, 1988;Williams, 1998).…”

“…Because the suitability of traditional measurement items of service quality has been questioned in certain contexts, including museums (Williams, 1998), two batteries of items were adapted from Rowley (1999) and Caldwell (2002) for inclusion in the questionnaire to measure service quality and service experience. The precise wording of the sets of items for service quality (items SQ1-SQ6) and service experience (items SE1ÀSE6) are shown in Table 3 (in the 'Results' section).…”

Influence of Service Quality on Banking Customers’ Behavioural Intentions

“…Cronin and Taylor, 1992;Teas, 1993) have questioned the validity and reliability of the gap model, suggesting that measuring perceptions alone might provide a better indication of service quality than measuring the difference between expectations and perceptions. Finally, some researchers have suggested that the service quality dimensions are contextual and not universally applicable (Ekinci and Riley, 1999;Williams, 1998). The operational criticism has focused on the difficulties in conceptualizing expectations, the limited number of items within each dimension, the problems related to the double administration of the instrument (customer confusion and boredom), and the limited proportion of variance extracted by the five factors (Buttle, 1995).…”

Implementation of HISTOQUAL Model to Measure Visitors' Expectations and Perceptions in Museum Geology Bandung

“…Most of the researchers are using the SERVQUAL visitors perception and expectations model to evaluate museum condition, whether it is using the 22 items dimensions of SERVQUAL or being re-modified with other dimensions [2][3][4][5], [8][9][10][11][12][13][14]. With modifications in some items to adapt different environment, it is relevant that SERVQUAL can be useful as starting point, not as the final answer for assesing and improving service quality [15].…”