publication . Article . 2015

Service Quality Measurements: A Review

Ali Ramezani Ghotbabadi; Setareh Feiz; Rohaizat Baharun;
Open Access
  • Published: 27 Feb 2015 Journal: International Journal of Academic Research in Business and Social Sciences, volume 5 (eissn: 2222-6990, Copyright policy)
  • Publisher: Human Resources Management Academic Research Society (HRMARS)
Abstract
Service quality measurement is one of the significant measurement tools for firms to understand consumers’ needs and wants by analyzing the experience of consumers and customers’ satisfaction on the services provided. Although there is no general agreement on one particular model used as the measurement of service quality perceived, there are some effective models offered by researchers during decades of study in this area. In the recent years, researchers believe that service quality is multilevel/multidimensional. In addition, industry-specific models which suggested based on the structure of generic models regarding a specific industry found as the most usefu...
Subjects
free text keywords: M31, Marketing, Process management, Service design, business.industry, business, Service quality, Computer science
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