A review of ten years of research in services quality

Abstract

This study is focused on the literature reviews on service quality, in term of methodology concerned in developing measurement scales and also those issues related to the dimensionality of the services quality construct and investigate the analysis gap as well. Several related studies on services quality from previous well-known databases such as “ScienceDirect” including 18 applications of SERVQUAL have been selected. The most common dimensions including reliability, responsiveness, tangible, assurance and empathy was investigated in previous studies. In these studies and researches of service quality, SERVQAUL is considered as a useful and applicable instrument for many researches. Based on empirical and theoretical criticisms of the SERVQUAL scale and also analysis of these selected data, all the motioned dimensions of service quality have a tendency to be contingent on the service in various industries. This paper is a widespread review of research on the development of services which investigated the gap of service quality in each dimension.