Cet article décrit le développement d'un instrument composé de 22 items (appelé SERVQUAL) destiné à évaluer les perceptions des consommateurs concernant la qualité de service offerte par les entreprises de service et de commerce de détail. Après avoir présenté la conceptualisation et l'opérationalisation du concept de qualité de service, les auteurs décrivent les procédures utilisées pour construire et mettre au point une échelle multi-items de mesure de ce construit. A partir d'analyses de données faites sur quatre échantillons indépendants, l'article décrit ensuite les propriétés de l'échelle en termes de structure factorielle, de fiabilité et de validité. Les auteurs concluent par une présentation des applications potentielles de l'instrument.
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