Performance-only measurement of service quality: a replication and extension

The research described in this study replicates and extends the Cronin and Taylor [Cronin JJ, Taylor SA. Measuring service quality: a reexamination and extension. J Mark 1992:55–68 (August).] study suggestion that service quality be measured using a performance-only index (SERVPERF) as opposed to the gap-based SERVQUAL scale. The intent of the research was to examine the ability of the performance-only measurement approach to capture the...