Service Quality Measurements: A Review

Article OPEN
Ali Ramezani Ghotbabadi ; Setareh Feiz ; Rohaizat Baharun (2015)
  • Journal: Service Quality, SERVQUAL, SERVPERF, Hierarchical, Multidimentional, volume 5, issue 2 February, pages 267-286
  • Subject: M31

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 useful models. This article review, presents an overview of researches on the service quality measurement models. The article reviews the advantages and disadvantages of the main service quality measurements and pinpoints the most comprehensive, efficient, effective, and useful measurement.
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