Measuring service quality: a systematic review of literature
by Sanjit Kumar Roy; Walfried M. Lassar; Shirshendu Ganguli; Bang Nguyen; Xiaoyu Yu
International Journal of Services, Economics and Management (IJSEM), Vol. 7, No. 1, 2015

Abstract: The purpose of this paper is to present a systematic and up-to-the-date review of the extensive research that has been conducted on the conceptualisation and measurement of perceived service quality. Definitions, conceptual models and measurement approaches of perceived service quality are discussed and reflected on. A systematic approach was adopted to critically review the service quality literature from the past 35 years. The comprehensive literature review highlights that service quality has been measured: (i) as both uni-dimensional and multi-dimensional models; (ii) as multi-level hierarchical models and (iii) as customers' lived experiences. A definition of service quality, incorporating emotions, is proposed. The contribution of the paper lies in achieving a more profound understanding of the nature of perceived service quality, which might be of use for both academics and industry. By organising and synthesising the major research streams and the individual studies within them, this paper provides a comprehensive framework not only for future researchers but also for practitioners.

Online publication date: Tue, 03-May-2016

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com