APA (7th ed.) Citation

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1986). Servqual: A multiple-item scale for measuring customer perceptions of service quality.

Chicago Style (17th ed.) Citation

Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. Servqual: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality. Cambridge, Mass, 1986.

MLA (9th ed.) Citation

Parasuraman, A., et al. Servqual: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality. 1986.