A Review Article on Service Quality Models
Year: 2024
Type: article
Abstract: This review summarizes ten recent studies exploring the application of the SERVQUAL model across various industries, including education, healthcare, banking, and IT services. The studies collectively emphasize the adaptability of SERVQUAL in measuring service quality through its five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research conducted in private universities in Bangladesh highlights the importance of responsiveness and reliability in student satisfaction. Several studies assess the validity of SERVQUAL across industries like transportation and healthcare, finding that modifications to the model may be necessary depending on the context.
Author: Alpa Joshi
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6912087756
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