... 1 985 ; 1 988 ) methodology in an effort to measure service quality (e.g. Brooks et al., 1999; Chaston, 1994; Edvardsson et al., 1997; Lings and Brooks, 19 98; Reynoso and Moore, 1995; Young and ... expectations before a service encounter and their perceptions of the actual service delivered (Gronroos, 1 982 ; Lewis and Booms, 1 983 ; Parasuraman et al., 1 985 ). The SERVQUAL instrument has been ... Gronroos, C. (1 982 ), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors. Kang, G.D., James, J., and Alexandris, K. (2002)...