Service Quality: A Critical Literature Review

§ KTH Royal Institute of Technology KTH Royal Institute of Technology

Send Message

To: Author

Service Quality: A Critical Literature Review

Article Fingerprint

ReserarchID

MBRQ395A

Service Quality: A Critical Literature Review Banner

Key Research Insights

Synthesized scholarly intelligence & interactive research assistant
  • English
  • Afrikaans
  • Albanian
  • Amharic
  • Arabic
  • Armenian
  • Azerbaijani
  • Basque
  • Belarusian
  • Bengali
  • Bosnian
  • Bulgarian
  • Catalan
  • Cebuano
  • Chichewa
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Corsican
  • Croatian
  • Czech
  • Danish
  • Dutch
  • Esperanto
  • Estonian
  • Filipino
  • Finnish
  • French
  • Frisian
  • Galician
  • Georgian
  • German
  • Greek
  • Gujarati
  • Haitian Creole
  • Hausa
  • Hawaiian
  • Hebrew
  • Hindi
  • Hmong
  • Hungarian
  • Icelandic
  • Igbo
  • Indonesian
  • Irish
  • Italian
  • Japanese
  • Javanese
  • Kannada
  • Kazakh
  • Khmer
  • Korean
  • Kurdish (Kurmanji)
  • Kyrgyz
  • Lao
  • Latin
  • Latvian
  • Lithuanian
  • Luxembourgish
  • Macedonian
  • Malagasy
  • Malay
  • Malayalam
  • Maltese
  • Maori
  • Marathi
  • Mongolian
  • Myanmar (Burmese)
  • Nepali
  • Norwegian
  • Pashto
  • Persian
  • Polish
  • Portuguese
  • Punjabi
  • Romanian
  • Russian
  • Samoan
  • Scots Gaelic
  • Serbian
  • Sesotho
  • Shona
  • Sindhi
  • Sinhala
  • Slovak
  • Slovenian
  • Somali
  • Spanish
  • Sundanese
  • Swahili
  • Swedish
  • Tajik
  • Tamil
  • Telugu
  • Thai
  • Turkish
  • Ukrainian
  • Urdu
  • Uzbek
  • Vietnamese
  • Welsh
  • Xhosa
  • Yiddish
  • Yoruba
  • Zulu
Reading Preferences
Font Size
Line Spacing
Background
This converted HTML version may contain rendering inconsistencies. Please refer to the PDF for the authoritative version, or click here to provide feedback.

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
  1. 1. Eugene Anderson,Mary Sullivan (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125-143.
  2. 2. K Bahia,J Nantel (2000). Areliableand valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84-91.
  3. 3. M Bitner,B Booms,M Tetreault (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54
  4. 4. Gilbert Churchill,Carol Surprenant (1989). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
  5. 5. D Cooper,P Schindler (2003). Business Research Methods 8 th edition. Business Research Methods 8 th edition, 85
  6. 6. E Daniel (1999). Provision of electronic banking in the UK and Ireland. International Journal of Bank Marketing, 17(5), 211-232.
  7. 7. A Dehghan (2006). Relationship between service quality and customer satisfaction: In the case of CCG (Customer Centric Group) CO. Relationship between service quality and customer satisfaction: In the case of CCG (Customer Centric Group) CO
  8. 8. A Dehghan,A Shahin (2011). Customer Loyalty Assessment-A Case Study in MADDIRAN, the Distributor of LG Electronics in Iran. Business Management and Strategy, 2(1), 2.
  9. 9. W Delone,E Mclean (2003). the Delone and McLean Model of information systems Success: A Ten-Year Update. Journal of Mana-gement Information systems / spring, 19(4), 9-30.
  10. 10. Chris Drake,Anne Gwynne,Nigel Waite (1998). Barclays Life customer satisfaction and loyalty tracking survey: a demonstration of customer loyalty research in practice. International Journal of Bank Marketing, 16(7), 287-292.
  11. 11. M Easterby-Smith,R Thorpe,A Lowe (2002). Management Research: An Introduction. Management Research: An Introduction
  12. 12. H Oppewal,M Vriens (2000). Measuring perceived service quality using integrated conjoint experiments. International Journal of Bank Marketing, 18(4), 154-169.
  13. 13. A Parasuraman,D Grewal (2000). The Impact of Technology on the Quality-Value-Loyalty Chain", A Research Agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.
  14. 14. A Parasuraman,L Berry,V Zeithaml (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
  15. 15. A Parasuraman,V Zeithamal,L Berry (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality. Journal of retailing, 64(1)
  16. 16. M Saunders,P Lewis,A Thornhill (2000). Research Methods for Business Students Second Edition. Research Methods for Business Students Second Edition
  17. 17. R Spreng,S Mackenzie,R Olshavky (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, 60(3), 15-33.
  18. 18. 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. 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
  19. 19. G Torkzadeh,W Doll (1991). Test-retest reliability of the end-user computing satisfaction instrument. Decision Science, 22, 26-37.
  20. 20. Allard Van Riel,Veronica Liljander,Petra Jurriëns (2001). Exploring consumer evaluations of e‐services: a portal site. International Journal of Service Industry Management, 12(4), 359-377.
  21. 21. M Wolfinbarger,M Gilly (2002). comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience. comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience, 2-100.
  22. 22. V Zeithaml,A Parasuraman,A Malhotra (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
  23. 23. W Zikmund (2000). Business research methods. Business research methods, 32887-36777.

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 - E: Marketing GJMBR-E Volume 13 (GJMBR Volume 13 Issue E8).

Download Citation

Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords
Classification
GJMBR-E Classification JEL Code: B21
M31
Version of record

v1.2

Language
English
Order Article Reprint
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.

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.

Article Matrices
Total Views: 7.9K
Total Downloads: 326
All Trends

Request Access

Please fill out the form below to request access to this research paper. Your request will be reviewed by the editorial or author team.
X

This is the heading

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

High-quality academic research articles on global topics and journals.

Service Quality: A Critical Literature Review

Roxana Henderson
Roxana Henderson KTH Royal Institute of Technology