Document Type
Article
Language
eng
Publication Date
1999
Publisher
Emerald
Source Publication
Journal of Services Marketing
Source ISSN
0887-6045
Abstract
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly utilise ocean freight services for their export needs, this study found that the psychometric properties of the SERVQUAL scale are at variance with those found in consumer services settings. Further, the SERVQUAL perceptions scores were found to be a better predictor than the SERVQUAL gap scores. In sum, the service quality measures developed for consumer services can only be applied with caution in business-to-business marketing. Implications and future directions for research are discussed.
Recommended Citation
Durvasula, Srinivas; Lysonski, Steven; and Mehta, Subhash, "Testing the SERVQUAL Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping Service" (1999). Marketing Faculty Research and Publications. 78.
https://epublications.marquette.edu/market_fac/78
Comments
Accepted version. Journal of Services Marketing, Vol. 13, No. 2 (1999): 132-150. DOI. This article is © Emerald Group Publishing and permission has been granted for this version to appear in e-Publications@Marquette. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.