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Service Quality Measurements: A Review

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  • Ali Ramezani Ghotbabadi
  • Setareh Feiz
  • Rohaizat Baharun

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 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.

Suggested Citation

  • Ali Ramezani Ghotbabadi & Setareh Feiz & Rohaizat Baharun, 2015. "Service Quality Measurements: A Review," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(2), pages 267-286, February.
    • Handle: RePEc:hur:ijarbs:v:5:y:2015:i:2:p:267-286
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    References listed on IDEAS

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    1. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
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    Cited by:

    1. Sajid, Zoya & Iftikhar, Naba & Ghouri, Ushna & Siddiqui, Humbal & Uddin, Kaleem, 2021. "Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services," MPRA Paper 108938, University Library of Munich, Germany.
    2. Brzezińska-Wójcik Teresa & Widz Monika, 2017. "Evaluation of the Quality of Tourist Packages in Tunisia by Polish Tourists: A Case Study Using the SERVPERF Method," Turyzm / Tourism, Sciendo, vol. 27(2), pages 11-21, December.
    3. Eduard Cristobal-Fransi & Francisco Hernández-Soriano & Berta Ferrer-Rosell & Natalia Daries, 2019. "Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective," Sustainability, MDPI, vol. 11(13), pages 1-18, July.
    4. Ryan Palmer & Martin Utley, 2020. "On the modelling and performance measurement of service networks with heterogeneous customers," Annals of Operations Research, Springer, vol. 293(1), pages 237-268, October.
    5. Monika Hamerska & Monika Ziółko & Patryk Stawiarski, 2022. "A Sustainable Transport System—The MMQUAL Model of Shared Micromobility Service Quality Assessment," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
    6. Yao-Chen Kuo & Youngki Huh & Bon-Gang Hwang, 2022. "A Comparative analysis of residents’ satisfaction with apartment building management and maintenance services in South Korea and Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(2), pages 395-412, April.
    7. Shangwen Liu & Shijie Zhou & Hao Guan & Qian-Ming Zhang & Tong Qin & Jiarong Lin, 2023. "Research on Enterprise R&D Strategy of Product-Service Innovation Guided by Quality Preference," Sustainability, MDPI, vol. 15(11), pages 1-16, June.
    8. Sassanelli, Claudio & Pacheco, Diego A. de J., 2024. "The impact of the internet of things on the perceived quality and customer involvement of smart product-service systems," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    9. Fayez B. Shriedeh & Noor Hasmini Abd. Ghani, 2017. "Service Quality as an Antecedent of Brand Equity: Empirical Evidence in the Medical Tourism from Jordan," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 15-19.

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    More about this item

    Keywords

    M31;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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