Service Quality: A Critical Literature Review

Roxana Henderson

Service Quality: A Critical Literature Review

Roxana Henderson * §

Contact

KTH Royal Institute of Technology

Service Quality: A Critical Literature Review

Article Fingerprint

ReserarchID

MBRQ395A

Service Quality: A Critical Literature Review Banner

AI TAKEAWAY

Connecting with the Eternal Ground

Abstract

Service quality has been the subject of considerable interest by both practioners and researchers in recent years (Parasuraman et al 1985). An important reason for the interest in service quality by practitioners results from the belief that this has a beneficial effect on bottomline performance for the firm. The purpose of this paper is to provide a review of the SERVQUAL research on service quality in the following areas: (1) definition and measurement of service quality, and (2) reliability and validity of SERVQUAL measures.

References

23 Cites in Article

Reference Format

Eugene Anderson,Mary Sullivan (1993). The Antecedents and Consequences of Customer Satisfaction for Firms.
K Bahia,J Nantel (2000). Areliableand valid measurement scale for the perceived service quality of banks.
M Bitner,B Booms,M Tetreault (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.
Gilbert Churchill,Carol Surprenant (1989). An Investigation into the Determinants of Customer Satisfaction.
D Cooper,P Schindler (2003). Business Research Methods 8 th edition.
E Daniel (1999). Provision of electronic banking in the UK and Ireland.
A Dehghan (2006). Relationship between service quality and customer satisfaction: In the case of CCG (Customer Centric Group) CO.
A Dehghan,A Shahin (2011). Customer Loyalty Assessment-A Case Study in MADDIRAN, the Distributor of LG Electronics in Iran.
W Delone,E Mclean (2003). the Delone and McLean Model of information systems Success: A Ten-Year Update.
Chris Drake,Anne Gwynne,Nigel Waite (1998). Barclays Life customer satisfaction and loyalty tracking survey: a demonstration of customer loyalty research in practice.
M Easterby-Smith,R Thorpe,A Lowe (2002). Management Research: An Introduction.
H Oppewal,M Vriens (2000). Measuring perceived service quality using integrated conjoint experiments.
A Parasuraman,D Grewal (2000). The Impact of Technology on the Quality-Value-Loyalty Chain", A Research Agenda.
A Parasuraman,L Berry,V Zeithaml (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria.
A Parasuraman,V Zeithamal,L Berry (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality.
M Saunders,P Lewis,A Thornhill (2000). Research Methods for Business Students Second Edition.
R Spreng,S Mackenzie,R Olshavky (1996). A reexamination of the determinants of customer satisfaction.
A Shahin (2004). SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services"4th international conference on quality management.
G Torkzadeh,W Doll (1991). Test-retest reliability of the end-user computing satisfaction instrument.
Allard Van Riel,Veronica Liljander,Petra Jurriëns (2001). Exploring consumer evaluations of e‐services: a portal site.
M Wolfinbarger,M Gilly (2002). comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience.
V Zeithaml,A Parasuraman,A Malhotra (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge.
W Zikmund (2000). Business research methods.

Download References

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Roxana Henderson. 1970. "Service Quality: A Critical Literature Review". Global Journal of Management and Business Research, Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 13 (GJMBR Volume 13 Issue E8).

More Citation Formats

Select Citation Style:

Download Citation

GJMBR Volume 13 Issue E8

Explore Journals Explore Volume Read This Issue

Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

service quality SERVQUAL

Classification

GJMBR-E Classification JEL Code: B21

M31

Submission ReceivedDecember 6, 2012
Peer Review Double Blind
Handling Editor
Accepted January 1, 2013
Published January 15, 2013

Version of record

v1.2

Language

English

Experiance in AR

Explore published articles in an immersive Augmented Reality environment. Our platform converts research papers into interactive 3D books, allowing readers to view and interact with content using AR and VR compatible devices.

View in VR

Read in 3D

Your published article is automatically converted into a realistic 3D book. Flip through pages and read research papers in a more engaging and interactive format.

View in 3D

Article Matrices

Total Score: 178

Country: United States

Subject: Global Journal of Management and Business Research

Authors: Roxana Henderson (PhD/Dr. count: 0)

View Count (all-time): 276

Total Views (Real + Logic): 7882

Total Downloads (simulated): 325

Publish Date: 2013 01, Tue

Monthly Totals (Real + Logic):

Month 1: 44 views
Month 2: 45 views
Month 3: 26 views
Month 4: 51 views
Month 5: 34 views
Month 6: 33 views
Month 7: 31 views
Month 8: 37 views
Month 9: 41 views
Month 10: 50 views
Month 11: 45 views
Month 12: 26 views
Month 13: 36 views
Month 14: 30 views
Month 15: 32 views
Month 16: 24 views
Month 17: 32 views
Month 18: 34 views
Month 19: 24 views
Month 20: 37 views
Month 21: 27 views
Month 22: 30 views
Month 23: 44 views
Month 24: 46 views
Month 25: 37 views
Month 26: 34 views
Month 27: 42 views
Month 28: 12 views
Month 29: 23 views
Month 30: 16 views
Month 31: 22 views
Month 32: 37 views
Month 33: 20 views
Month 34: 21 views
Month 35: 31 views
Month 36: 24 views
Month 37: 27 views
Month 38: 27 views
Month 39: 23 views
Month 40: 25 views
Month 41: 22 views
Month 42: 36 views
Month 43: 23 views
Month 44: 37 views
Month 45: 24 views
Month 46: 29 views
Month 47: 39 views
Month 48: 38 views
Month 49: 20 views
Month 50: 29 views
Month 51: 40 views
Month 52: 25 views
Month 53: 38 views
Month 54: 41 views
Month 55: 33 views
Month 56: 41 views
Month 57: 32 views
Month 58: 43 views
Month 59: 25 views
Month 60: 44 views
Month 61: 26 views
Month 62: 26 views
Month 63: 37 views
Month 64: 50 views
Month 65: 41 views
Month 66: 35 views
Month 67: 36 views
Month 68: 31 views
Month 69: 47 views
Month 70: 39 views
Month 71: 38 views
Month 72: 23 views
Month 73: 26 views
Month 74: 34 views
Month 75: 20 views
Month 76: 17 views
Month 77: 34 views
Month 78: 30 views
Month 79: 39 views
Month 80: 31 views
Month 81: 22 views
Month 82: 35 views
Month 83: 28 views
Month 84: 41 views
Month 85: 18 views
Month 86: 19 views
Month 87: 34 views
Month 88: 14 views
Month 89: 25 views
Month 90: 38 views
Month 91: 22 views
Month 92: 36 views
Month 93: 23 views
Month 94: 41 views
Month 95: 44 views
Month 96: 34 views
Month 97: 46 views
Month 98: 29 views
Month 99: 20 views
Month 100: 35 views
Month 101: 44 views
Month 102: 38 views
Month 103: 38 views
Month 104: 38 views
Month 105: 36 views
Month 106: 36 views
Month 107: 19 views
Month 108: 29 views
Month 109: 39 views
Month 110: 39 views
Month 111: 44 views
Month 112: 27 views
Month 113: 35 views
Month 114: 19 views
Month 115: 27 views
Month 116: 34 views
Month 117: 35 views
Month 118: 37 views
Month 119: 30 views
Month 120: 16 views
Month 121: 27 views
Month 122: 22 views
Month 123: 17 views
Month 124: 36 views
Month 125: 29 views
Month 126: 22 views
Month 127: 28 views
Month 128: 42 views
Month 129: 37 views
Month 130: 30 views
Month 131: 25 views
Month 132: 33 views
Month 133: 15 views
Month 134: 34 views
Month 135: 32 views
Month 136: 36 views
Month 137: 16 views
Month 138: 15 views
Month 139: 27 views
Month 140: 30 views
Month 141: 18 views
Month 142: 23 views
Month 143: 33 views
Month 144: 45 views
Month 145: 11 views
Month 146: 31 views
Month 147: 37 views
Month 148: 17 views
Month 149: 18 views
Month 150: 43 views
Month 151: 22 views
Month 152: 41 views
Month 153: 36 views
Month 154: 16 views
Month 155: 40 views
Month 156: 14 views
Month 157: 25 views
Month 158: 32 views
Month 159: 20 views
Month 160: 36 views
Month 161: 23 views
Month 162: 53 views
Month 163: 66 views
Month 164: 48 views

Total Views: 7.9K

Total Downloads: 325

All Trends