SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research

SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research

Mohd. Adil

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Dr. Odai Falah Mohammad Al Ghaswyneh

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Alaa Musallam Albkour Pursuing Ph.D. (Accounting and Finance), from AMU, Aligarh (INDIA).

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Aligarh Muslim University

SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research

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Abstract

In India, the service sector has assumed greater economic importance over the past decade and enjoys the largest share in GDP. Banking and financial services, being an important part of service sector, are facing critical challenges to compete with the international players while satisfying customers by offering quality services. As delivering quality service to customers is a must for success, it needs to be continuously evaluated. Extant literature on the subject supports the contention that SERVQUAL and SERVPERF are the two most prominent scales forming the genesis for service quality assessment in different service sectors. Present paper attempts to present a review of the above mentioned two scales in an elucidative, concise and thoroughly documented manner. It also tries to posit the best approach of evaluating service quality in a more efficient and valid method for marketing managers/researchers in Indian context.

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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

Mohd. Adil. 2013. \u201cSERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 13 (GJMBR Volume 13 Issue E6): .

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GJMBR Volume 13 Issue E6
Pg. 65- 76

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

India scale service quality SERVPERF SERVQUAL

Submission ReceivedDecember 16, 2012
Peer Review Double Blind
Handling Editor
Accepted January 1, 2013
Published January 15, 2013

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v1.2

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July 9, 2013

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Article Matrices

Total Score: 108

Country: India

Subject: Global Journal of Management and Business Research - E: Marketing

Authors: Mohd. Adil, Dr. Odai Falah Mohammad Al Ghaswyneh, Alaa Musallam Albkour (PhD/Dr. count: 1)

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