Progression of Service Quality Concepts

Progression of Service Quality Concepts

Abdul Khader D.

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Dr. C. Madhavi

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Annamalai University

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Abstract

The main objective of this paper is to review various service quality concepts and identify its implications to past and future business situations based on the review of literature. Few of quality models reported between 1982 and 2001 and their significances are analyzed in this paper. Each of them has its own characteristics and reservations when it comes to service implementation. It varies from service to service, business to business, organization to organization and management to management. The models are compared in terms of its competitive advantage. The development of literature in the field of service quality has been improving and given an insight to managers, researchers and practitioners to take it to next level. It gives a new direction and dimension to make it rich and even more superior. This paper finally explores new ways in the service quality research and practical effectiveness of delivering quality service to increase customer satisfaction, customer retention and profitability of a firm.

References

18 Cites in Article

Reference Format

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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

Abdul Khader D.. 2017. \u201cProgression of Service Quality Concepts\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 17 (GJMBR Volume 17 Issue A6).

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GJMBR Volume 17 Issue A6

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-A Classification JEL Code: L19

Submission ReceivedDecember 7, 2016
Peer Review Double Blind
Handling Editor
Accepted January 3, 2017
Published January 15, 2017

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v1.2

Issue date

October 23, 2017

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Article Matrices

Total Score: 107

Country: India

Subject: Global Journal of Management and Business Research - A: Administration & Management

Authors: Abdul Khader D., Dr. C. Madhavi (PhD/Dr. count: 1)

View Count (all-time): 180

Total Views (Real + Logic): 3366

Total Downloads (simulated): 1733

Publish Date: 2017 10, Mon

Monthly Totals (Real + Logic):

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Total Views: 3366

Total Downloads: 1733

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