Service quality models: a review
Nitin Seth and S.G. Deshmukh
Indian Institute of Technology, New Delhi, India, and
Indian Institute of Technology, Roorkee, India
– The main objective of this paper is to critically appraise various service quality modelsand identify issues for future research based on the critical analysis of literature.
– The paper critically examines 19 different service qualitymodels reported in the literature. The critical review of the different service quality models is intendedto derive linkage between them, and highlight the area for further research.
– The review of various service quality model revealed that the service quality outcomeand measurement is dependent on type of service setting, situation, time, need etc factors. In additionto this even the customer’s expectations towards particular services are also changing with respect tofactors like time, increase in the number of encounters with a particular service, competitiveenvironment, etc. This paper provides a rich agenda for future research in the subject.
– This research developed a linkage between the differentservice quality models.
– The growth of literature in the ﬁeld of service quality seems to havedeveloped sequentially, providing a continuous updating and learning from the ﬁndings/observationsof predecessors. This paper provides new directions to service quality researchers.
– This paper explores new directions in service quality research and offerspractical help to researchers and practitioners in providing a direction for service qualityimprovement.
Customer satisfaction, SERVQUAL, Communication technologies, Service delivery,Service levels, Customer services quality
During the past few decades service quality has become a major area of attention topractitioners, managers and researchers owing to its strong impact on businessperformance, lower costs, customer satisfaction, customer loyalty and proﬁtability(Leonard and Sasser, 1982; Cronin and Taylor, 1992; Gammie, 1992; Hallowell, 1996;Chang and Chen, 1998; Gummesson, 1998; Lasser
, 2000; Silvestro and Cross, 2000;Newman, 2001; Sureshchander
, 2002; Guru, 2003 etc.). There has been a continuedresearch on the deﬁnition, modeling, measurement, data collection procedure, dataanalysis etc., issues of service quality, leading to development of sound base for theresearchers.This documented knowledge base through several studies on the subject can be of great use to researchers and practitioners in providing a direction on how toexplore/modify the existing service quality concepts with the changing world scenario(shift from conventional personalized services to web enabled services).For an organization to gain competitive advantage it must use technology to gatherinformation on market demands and exchange it between organizations for the
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Received January 2004Revised July 2004
International Journal of Quality &Reliability ManagementVol. 22 No. 9, 2005pp. 913-949
Emerald Group Publishing Limited0265-671XDOI 10.1108/02656710510625211