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.
  • References (35)
    35 references, page 1 of 4

    Akter, S., D'Ambra, J., & Ray, P. (2010). Service quality of mHealth platforms: development and validation of a hierarchical model using PLS. Electron Markets, 20(3), 209-227. doi: 10.1007/s12525-010-0043-x

    Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125-143.

    Berkley, B. J., & Gupta, A. (1994). Improving service quality with information technology. International Journal of Information Management, 14(2), 109-121. doi:

    Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, Vol. 13(5), 213 - 217.

    Brady, M. K., & Cronin, J. J. (2001a). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49. doi: 10.1509/jmkg.

    Brady, M. K., & Cronin, J. J. (2001b). Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors. Journal of Service Research, 3(3), 241-251. doi: 10.1177/109467050133005

    Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in Internet banking: the importance of customer role. Marketing Intelligence & Planning, 20(6), 327-335.

    Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230-255. doi: 10.1108/17554191011084157

    Chang, Y.-H., & Yeh, C.-H. (2002). A survey analysis of service quality for domestic airlines. European Journal of Operational Research, 139(1), 166-177.

    Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality - A reexamination and extension Journal of Marketing, 56(3), 55-68. doi: 10.2307/1252296

  • Metrics
    No metrics available
Share - Bookmark