Service quality models: A review

International Journal of Quality and Reliability Management

Volumn 22, Issue 9, 2005, Pages 913-949

  Seth, Nitin ^a   Deshmukh, S G ^a   Vrat, Prem ^b  

^a INDIAN INSTITUTE OF TECHNOLOGY DELHI   (India)

^b INDIAN INSTITUTE OF TECHNOLOGY ROORKEE   (India)

Author keywords

Communication technologies; Customer satisfaction; Customer services quality; Service delivery; Service levels; SERVQUAL

Indexed keywords

EID: 27144552625     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710510625211     Document Type: Review

References (56)

1. Akan, P. (1995), "Dimensions of service quality: a study in Istanbul", Managing Service Quality, Vol. 5 No. 6, pp. 39-43.
2. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), "SERVQUAL revisited: a critical review of service quality", The Journal of Services Marketing, Vol. 10 No. 6, pp. 62-81.
3. Avkiran, N.K. (1994), "Developing an instrument to measure customer service quality in branch banking", International Journal of Bank Marketing, Vol. 12 No. 6, pp. 10-18.
4. Babakus, E. and Boller, G.W. (1992), "An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24, pp. 253-68.
5. Babakus, E. and Mangold, W.G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Service Research, Vol. 26 No. 6, pp. 767-86.
6. Berkley, B.J. and Gupta, A. (1994), "Improving service quality with information technology", International Journal of Information Management, Vol. 14, pp. 109-21.
7. Bojanic, D.C. (1991), "Quality measurement in professional service firms", Journal of Professional Services Marketing, Vol. 7 No. 2, pp. 27-36.
8. Broderick, A.J. and Vachirapornpuk, S. (2002), "Service quality in internet banking: the importance of customer role", Marketing Intelligence & Planning, Vol. 20 No. 6, pp. 327-35.
9. Brogowicz, A.A., Delene, L.M. and Lyth, D.M. (1990), "A synthesised service quality model with managerial implications", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27-44.
10. Buttle, F. (1996), "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, pp. 8-32.
11. Carman, J.M. (1990), "Consumer perceptions of service quality", Journal of Retailing, Vol. 66, pp. 33-55.
12. Caruana, A. and Pitt, L. (1997), "INTQUAL: an internal measure of service quality and the link between service quality and business performance", European Journal of Marketing, Vol. 31 No. 8, pp. 604-16.
13. Chang, T.Z. and Chen, S.J. (1998), "Market orientation, service quality and business profitability: a conceptual model and empirical evidence", Journal of Services Marketing, Vol. 12 No. 4, pp. 246-64.
14. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 6, July, pp. 55-68.
15. Cronin, J.J. and Taylor, S.A. (1994), "SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality", Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
16. Dabholkar, P.A. (1996), "Consumer evaluations of new technology-based self-service operations: an investigation of alternative models", International Journal of Research in Marketing, Vol. 13 No. 1, pp. 29-51.
17. Dabholkar, P.A., Shepherd, C.D. and Thorpe, D.I. (2000), "A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study", Journal of Retailing, Vol. 76 No. 2, pp. 131-9.
18. Finn, D. and Lamb, C. (1991), "An evaluation of the SERVQUAL scale in a retailing setting", Advances in Consumer Research, Vol. 18, pp. 483-90.
19. Frost, F.A. and Kumar, M. (2000), "INTSERVQUAL: an internal adaptation of the GAP model in a large service organization", Journal of Services Marketing, Vol. 14 No. 5, pp. 358-77.
20. Furey, T.R. (1991), "How information power can improve service quality", Planning Review, Vol. 19 No. 3, pp. 24-6.
21. Gammie, A. (1992), "Stop at nothing in the search for quality", Human Resources, Vol. 5, Spring, pp. 35-8.
22. Ghobadian, A., Speller, S. and Jones, M. (1994), "Service quality concepts and models", International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-66.
23. Gotlieb, J.B., Grewal, D. and Brown, S.W. (1994), "Consumer satisfaction and perceived quality: complementary or divergent constructs?", Journal of Applied Psychology, Vol. 79 No. 6, pp. 875-85.
24. Grönroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
25. Gummesson, E. (1998), "Productivity, quality and relationship marketing in service operations", International Journal of Contemporary Hospitality Management, Vol. 10 No. 1, pp. 4-15.
26. Guru, C. (2003), "Tailoring e- service quality through CRM", Managing Service Quality, Vol. 13 No. 6, pp. 20-531.
27. Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
28. Hartline, M.D. and Ferrell, O.C. (1996), "The management of customer contact employees: an empirical investigation", Journal of Marketing, Vol. 60, pp. 52-70.
29. Haywood-Farmer, J. (1988), "A conceptual model of service quality", International Journal of Operations & Production Management, Vol. 8 No. 6, pp. 19-29.
30. Johns, N. and Tyas, P. (1996), "Use of service quality gap theory to differentiate between food service outlets", The Service Industries Journal, Vol. 16 No. 3, pp. 321-46.
31. Johnson, W.C. and Sirikit, A. (2002), "Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage", Management Decision, Vol. 40 No. 7, pp. 693-701.
32. Lasser, W.M., Manolis, C. and Winsor, R.D. (2000), "Service quality perspectives and satisfaction in private banking", Journal of Services Marketing, Vol. 14 No. 3, pp. 244-71.
33. Leonard, F.S. and Sasser, W.E. (1982), "The incline of quality", Harvard Business Review, Vol. 60 No. 5, pp. 163-71.
34. Mattsson, J. (1992), "A service quality model based on ideal value standard", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 18-33.
35. Newman, K. (2001), "Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank", International Journal of Bank Marketing, Vol. 19 No. 3, pp. 126-39.
36. Oh, H. (1999), "Service quality, customer satisfaction and customer value: a holistic perspective", International Journal of Hospitality Management, Vol. 18, pp. 67-82.
37. Oliver, R.L. (1993), "A conceptual model of service quality and service satisfaction: compatible goals, different concepts", Advances in Service Marketing and Management, Vol. 2, pp. 65-85.
38. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
39. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 3, pp. 41-50.
40. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple item scale for measuring consumer perception of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
41. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
42. Philip, G. and Hazlett, S.A. (1997), "The measurement of service quality: a new P-C-P attributes model", International Journal of Quality & Reliability Management, Vol. 14 No. 3, pp. 260-86.
43. Reynoso, J. and Moores, B. (1995), "Towards the measurement of internal service quality", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 64-83.
44. Rosen, L.D. and Karwan, K.R. (1994), "Prioritizing the dimensions of service quality", International Journal of Service Industry Management, Vol. 5 No. 4, pp. 39-52.
45. Rust, R.T. and Lemon, K.N. (2001), "E-service and the consumer", International Journal of Electronic Commerce, Vol. 5 No. 3, pp. 85-101.
46. Saleh, F. and Ryan, C. (1991), "Analysing service quality in the hospitality industry using the SERVQUAL model", Service Industries Journal, Vol. 1, July, pp. 324-43.
47. Santos, J. (2003), "E-service quality: a model of virtual service quality dimensions", Managing Service Quality, Vol. 13 No. 3, pp. 233-46.
48. Silvestro, R. and Cross, S. (2000), "Applying service profit chain in a retail environment", International Journal of Service Industry Management, Vol. 11 No. 3, pp. 244-68.
49. Soteriou, A.C. and Stavrinides, Y. (2000), "An internal customer service quality data envelope analysis model for bank branches", International Journal of Bank Marketing, Vol. 18 No. 5, pp. 246-52.
50. Spreng, R.A. and Mackoy, R.D. (1996), "An empirical examination of a model of perceived service quality and satisfaction", Journal of retailing, Vol. 722, pp. 201-14.
51. Sureshchander, G.S., Rajendran, C. and Anatharaman, R.N. (2002), "The relationship between service quality and customer satisfaction: a factor specific approach", Journal of Services Marketing, Vol. 16 No. 4, pp. 363-79.
52. Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1997), "Retail service quality and perceived value", Journal of Consumer Services, Vol. 4 No. 1, pp. 39-48.
53. Teas, K.R. (1993), "Expectations, performance evaluation, and consumers' perceptions of quality", Journal of Marketing, Vol. 57, October, pp. 18-34.
54. Teas, R.K. (1994), "Expectations: a comparison standard in measuring service quality: an assessment of a reassessment", Journal of Marketing, Vol. 58 No. 1, pp. 132-9.
55. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), "Communication and control processes in the delivery of service quality", Journal of Marketing, Vol. 52 No. 2, pp. 35-48.
56. Zhu, F.X., Wymer, W.J. and Chen, I. (2002), "IT-based services and service quality in consumer banking", International Journal of Service Industry Management, Vol. 13 No. 1, pp. 69-90.