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Service quality measurement: a review

Ghotbabadi, Ali Ramezani and Feiz, Setareh and Baharun, Rohaizat (2015) Service quality measurement: a review. International Journal of Academic Research in Business and Social Sciences, 5 (2). pp. 267-286. ISSN 2222-6990

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Official URL: http://dx.doi.org/10.6007/IJARBSS/v5-i2/1484


Service quality measurement is one of the significant measurement tools for firms to understand consumers’ needs and wants by analyzing the experience of consumers and customers’ satisfaction on the services provided. Although there is no general agreement on one particular model used as the measurement of service quality perceived, there are some effective models offered by researchers during decades of study in this area. In the recent years, researchers believe that service quality is multilevel/multidimensional. In addition, industry-specific models which suggested based on the structure of generic models regarding a specific industry found as the most useful models. This article review, presents an overview of researches on the service quality measurement models. The article reviews the advantages and disadvantages of the main service quality measurements and pinpoints the most comprehensive, efficient, effective, and useful measurement.

Item Type:Article
Uncontrolled Keywords:Hierarchical, Multidimentional
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
ID Code:60412
Deposited By: Haliza Zainal
Deposited On:24 Jan 2017 02:54
Last Modified:13 Dec 2021 02:52

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