SERVQUAL — Assurance
SERVQUAL — Assurance — Measures customer expectations regarding the knowledge and courtesy of employees and their ability to inspire trust and confidence.
What it measures
Measures customer expectations regarding the knowledge and courtesy of employees and their ability to inspire trust and confidence.
Scale items
The item wording is under the publisher's copyright, so we do not reproduce it here. You can find the full items in the original article (see the DOI below). In Explonia, signed-in users get this scale complete in the built-in library and can add it to their own study — no need to find the items yourself. For use in your own research; please cite the original source.
Source and citation
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing.
Reference table
| Property | Detail |
|---|---|
| Construct | SERVQUAL — Assurance |
| Number of items | 4 |
| Response format | Likert-like |
| DOI | — |
How to cite this page
If this page helped your research, you can cite it (APA 7):
Szymkowiak, A. (2026). SERVQUAL — Assurance — validated scale. Explonia. https://explonia.com/scales/servqual-assurance/
Last updated: August 2026
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