Title: Service quality measures: systematic literature review and future research directions

Authors: Ram Komal Prasad; Sanjeev Verma

Addresses: NITIE Mumbai, Mumbai, India; ICCMRT, Indira Nagar, Lucknow, India ' National Institute of Industrial Engineering (NITIE), Mumbai, India

Abstract: The present study comprehensively reviews the service quality models available in the extant literature and provides an integrated view of service quality to future researchers. PRISMA review framework guided the review methodology. Thematic analysis and content analysis formed the basis for dissecting deeper insights. Findings suggest that service quality models revolve around customer centricity and aim to achieve customer satisfaction. Sector-specific service quality measures focused on domain-specific customer needs and instrumentalised tools for exceeding customer expectations. Theoretical and practical implications with future research directions are offered to guide future studies.

Keywords: service quality; service satisfaction; service industry; service management; service marketing.

DOI: 10.1504/IJMP.2022.119921

International Journal of Management Practice, 2022 Vol.15 No.1, pp.9 - 23

Received: 30 Nov 2019
Accepted: 25 Nov 2020
Published online: 24 Dec 2021 *

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