Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service Online publication date: Thu, 30-Oct-2014
by Muhammad Muazzem Hossain
International Journal of Services and Standards (IJSS), Vol. 9, No. 1, 2014
Abstract: This study examines how pervasive the applications of SERVQUAL are in the service industries and explores if SERVQUAL items can be used to derive standards for service quality. SERVQUAL has been used to measure service quality in a wide variety of service industries in many different countries. However, there is a limited effort to examine how pervasively SERVQUAL has been utilised since its inception in 1988. This study collected data on the applications of SERVQUAL from ABI/INFORM Complete and found that SERVQUAL has been extensively utilised for measuring service quality. Researchers have also criticised SERVQUAL due to its use of the gap approach to assess service quality. Nonetheless, SERVQUAL items contain service measures, which, when stripped of the expressions of expectation and perception, can provide standards for service quality. This study identified the functional standards quality of service and proposed a theoretical model for measuring the functional fitness of service.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
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 and Standards (IJSS):
Login with your Inderscience username and 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
Our Blog 
Follow us on Twitter 
Visit us on Facebook