Bitner v cng s (1990) xc nh cht lng dch v l " n Bitner et al (1990) define service quality as the tng chung

ca ngi tiu dng trong nhng mc cm thn consumers overall impression of the relative inferiority/superiority of the organization and its services. / u vit ca t chc v dch v ca mnh .

Service quality in the management and marketing literature is the extent to which customers' perceptions of service meet and/or exceed their expectations for example as defined by Zeithaml et al. (1990), cited in Bowen & David, 2005, p. 340) Nitecki et al (2000) defined service quality in terms of meeting or exceeding customer expectations, or as the difference between customer perception and expectations of service The SERVQUAL scale which is also known as the gap model by Parasuraman, et al. (1988) has been proven to be one of the best ways to measure the quality of services provided to customers Service quality is defined as how well a delivered service level matches customers expectation Parasuraman et al (1988, 1991) identified more detailed dimensions of service quality and developed a wellknown instrument, called SERVQUAL, to measure customers perceptions and expectations from service.

Cht lng dch v trong vic qun l v tip th vn hc l mc m nhn thc ca khch hng v dch v p ng v / hoc vt qu mong i ca h v d nh xc nh bi Zeithaml et al. (1990) , c trch dn trong Bowen & David , 2005 , p . 340) Nitecki v cng s (2000) nh ngha cht lng dch v v " t hoc vt qu mong i ca khch hng, hoc l s khc bit gia nhn thc ca khch hng v kz vng ca dch v " Quy m SERVQUAL m cn c gi l m hnh khong cch ca Parasuraman , et al. (1988) c chng minh l mt trong nhng cch tt nht o cht lng dch v cung cp cho khch hng Cht lng dch v c nh ngha l nh th no mt cp dch v ph hp vi kz vng cung cp ca khch hng

Parasuraman et al (1988 , 1991) xc nh kch thc chi tit hn v cht lng dch v v pht trin mt cng c ni ting , c gi l SERVQUAL , o lng nhn thc v mong i Definitions of service quality hold that this is the result of t dch v ca khch hng.

the comparison that customers make between their expectations about a service and their perception of the way the service has been performed (Lehtinen & Lehtinen, 1982, Lewis & booms, 1983, Gronroos, 1984, Parasuraman et al, 1985, 1988, caruana, 2002) Service quality is defined as the degree of discrepancy between customers normative expectation for service and their perceptions of service performance (Parasuraman et al, 1985) The definition of service quality was further developed as the overall evaluation of a specific service firm that results from comparing that firms performance with the customers general expectations of how firms in that industry should perform (Parasuraman et al, 1988)

nh ngha v cht lng dch v cho rng y l kt qu ca vic so snh m khch hng thc hin gia kz vng ca h v mt dch v v nhn thc ca h v cch cc dch v c thc hin ( Lehtinen & Lehtinen , nm 1982, Lewis & bng n , nm 1983, Gronroos , 1984 , Parasuraman et al , 1985 , 1988 , Caruana , 2002) Cht lng dch v c nh ngha l mc khc bit gia kz vng bn quy phm ca khch hng v dch v v nhn thc ca h v hiu sut dch v ( Parasuraman et al , 1985) nh ngha ca cht lng dch v c pht trin hn na l " nh gi tng th ca mt cng ty dch v c th m kt qu t so snh hiu sut ca cng ty vi kz vng chung ca khch hng nh th no cc cng ty trong ngnh cng nghip m nn thc hin ( Parasuraman et al , 1988)

Various researchers have developed alternative concepts for services quality, like the European perspective (based primarily on Gronroos 1982, 1984, Lethinen and Lethinen 1982) and the American perspective (Parsuraman et al 1985, 1988) According to Paarasuraman et al (1985), service quality can be defined as the consumers comparison between service expectation and service performance. Based on heir statement in 1985, they then suggest that service quality is determined by the differences between customers expectations of the service and their perceptions of the service experience (Parasuraman et al 1988)

Cc nh nghin cu khc nhau pht trin khi nim thay th cho cht lng dch v , nh quan im chu u ( ch yu da vo Gronroos 1982, 1984, Lethinen v Lethinen 1982) v quan im ca M ( Parsuraman v cng s nm 1985, 1988) Theo Paarasuraman v cng s (1985) , cht lng dch v c th c nh ngha l so snh ca ngi tiu dng gia kz vng dch v v thc hin dch v . Da trn tuyn b ngi tha k vo nm 1985, sau h cho rng cht lng dch v c xc nh bi s khc bit gia kz vng ca khch hng v dch v v nhn thc ca h v kinh nghim dch v ( Parasuraman et al 1988)

Theo Woodside et al. (1989) , cht lng dch v c th hin bng cu tr li cho cu hi nh: l dch v cung cp cho khch hng nhng g h mong i hoc khc vi nhng g h According to Woodside et al. (1989), service quality is mong i? L dch v m h nhn c khong nhng g h represented by answers to such question as: is the service mong i hoc tt hn hoc ti t hn so vi d kin ?

delivered to customer what they expected or different from what they expected? Was the service they received Mt nghin cu ln tm cch tm thy nhng tiu ch approximately what they expected or better or worse than gp phn nh gi cht lng dch v trong mi trng expected? dch v truyn thng ( Gronroos 1982 1984, Lehtinen v A majority studies have sought to find the criteria that contribute to evaluate service quality in the traditional service environment (Gronroos 1982 1984, Lehtinen and Lehtinene 1982, Parasuraman et al 1985, Johston 1995, 1997) Nowadays, with the continuous competition increase, service quality has become a popular area of academic investigation and has recognized as a key factor in keeping competitive advantage and sustaining satisfying relationships with customers (Zeithmal et al. 2000) early scholarly writing on service quality suggested that service quality systems from a comparison of what customers feel a company should offer (their expectations) with the companys actual service performance Zeithaml et al 2000

Lehtinene 1982, Parasuraman et al 1985, Johston 1995, 1997) Ngy nay, vi s gia tng cnh tranh lin tc, cht lng dch v tr thnh mt khu vc ni ting ca iu tra khoa hc v c cng nhn nh l mt yu t quan trng trong vic gi li th cnh tranh v duy tr mi quan h vi khch hng tha mn ( Zeithmal et al. 2000) " u vit hc thut v cht lng dch v cho rng h thng cht lng dch v t mt so snh v nhng g khch hng cm thy mt cng ty nn cung cp ( mong i ca h ) vi hiu sut dch v thc t ca cng ty" Zeithaml v cng s 2000

Groeroos (1982) m t tng cht lng dch v nh nhn thc Groeroos (1982) described the total service quality as customers perception of difference between the expected ca khch hng v s khc bit gia cc dch v d kin v cc dch v nhn thc service and the perceived service

This model is a diagnostic tool and externally focused. If used properly and correctly it has the potential to assist the management to identify the relative service quality factors from customer perspective (Yang et al., 2004)

M hnh ny l mt cng c chn on v bn ngoi tp trung . Nu s dng ng v chnh xc n c tim nng h tr cng tc qun l{ xc nh cc yu t cht lng dch v tng i t quan im ca khch hng ( Yang et al. , 2004)