Understanding service quality: insights from the literature

Abstract

Purpose The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization. Design/methodology/approach The paper uses systematic literature review method. The unit of analysis is peer-reviewed journal articles published during 1984 to 2017. Findings Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature. More than 60 models of the SQ have been identified. Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring. In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration. Research limitations/implications The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades. Practical implications Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers. This in turn helps them in developing service-based competencies and achievement of competitive advantage. Social implications Insights from the paper may help in conceptualizing and delivering SQ-driven public services. Originality/value The paper synthesizes and presents various facets of the SQ as a unified body of knowledge.

A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets

“…Also, the results from the CFA confirmed the connotation that the three factor model in Jordan and the four factor model in Yemen have better fit indices than the original five factor model. These findings are consistent with the extent literature on the topic, which found SERVQUAL to be three or four dimensional constructs rather than a five dimensional one [43] [88], which found that the five dimensions are different across service industries and countries.…”

“…This study has contributed to marketing literature by conducting a comparative study of service quality dimensions and their impact on customer satisfaction on the mobile telecommunications markets of Jordan and Yemen.Theoretically, our study has responded to important requests from e-service quality researchers[43] [64] who indicated that previous studies on e-service quality differences are limited, and the measurement scales of SERVQUAL and SERVPERF have been introduced and verified in Europe and North America. This study builds on existing discussions about SERVQUAL in developed M. Akroush et al DOI: 10.4236/tel.2019.92021 287 Theoretical Economics Letters economies, providing different perspectives on Mobile Telecommunications in emerging economies by comparing quality dimensions between Jordanian and Yemeni customers.…”

“…Finally, a number of research studies [40] have also challenged the validity and reliability of the SERVQUAL concept, model, and dimensions among several service settings. The vast majority of related literature indicates that service quality is a major driver of customer satisfaction [41] [42] [43]. This, in turn, may lead to either positive or negative behavioural intentions depending on the degree of perceived service quality [44] [45].…”

“…Managers and researchers have become closely interested in determining the sources and consequences of cross-national differences in service quality, customer satisfaction and loyalty. However, the majority of studies in services marketing have focused on examining these links within single industries in specific countries [11] [12] [43], while few studies have comparatively examined differences between multiple countries [19] [61] [64]. Similar studies should also be conducted in other countries, and cross-national comparison should be performed.…”

Measuring Perceived Service Quality in Healthcare Setting in Developing Countries: A Review for Enhancing Managerial Decision-making

“…Human element is the most important factor while determining the quality of service delivered as the customer and provider are continuously in touch throughout the service delivery process. Human involvement adds variability to the service quality, and thus, it is imperative to monitor it regularly (Prakash, 2019).…”