Literature review about service quality
Keywords Service quality Marketing strategy Citation. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences Kilibarda et al. The resulted dimensions are Reliability, Responsiveness, Knowledge and recovery; and Tangibles. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. This study presents an updated meaningful review of the extensive research that has been conducted on measuring dimensions of healthcare service quality. The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. ,This review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes experience properties when evaluating service quality. ,This review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes Mauri et al. SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong S. Customer can buy anything from online such as books, household's LITERATURE REVIEW The effects of service quality For the majority of customers having a memorable experience especially for dining, not just eating out of home, seems to be very prominent. Journal of Marketing Research, 30, 7–27. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. [52] presented a literature review on logistics service quality. (2005) presented a list of key service quality models such as Technical-Functional Quality Model (Gronroos, 1984), Gap Model and SERVQUAL Model. The service quality dimensions lead to customer satisfaction and the customers’ satisfaction leads to customer’s loyalty Systematic review. Not only has research on this instrument been widely cited in the marketing literature, but also its use in. Not literature review about service quality only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al. (1985) argue that service quality could be explained as the gap between perceived and expected quality of services by customers There is a desperate need for new research that will advance customer satisfaction (CS) and service quality (SO) methodologies in the hospitality industry. The scale was designed to uncover broad areas of good or bad service quality and can be used to show service quality trends over time, especially when used with other service quality techniques Mauri et al. They devised a tool that puts into operation the five dimensions and gaps model of service quality The reviewed literature shows that service quality is the predecessor of customer satisfaction and has a considerable positive influence on it. Hotel and Motel Management, 205, A36. (2014) Conducted study at MIRANDA TOOLS, GIDC Gujarat, the aim the study was to improve the quality level by finding out the root causes with the help of quality control tools. For the purpose of the literature review, the vast academic references that discuss the body of work conducted by Parasuraman, Zeithaml, and Berry (1985) will act at the starting point for exploration. It is asserted that they seek quality food and services to have an unforgettable experience at restaurants (Ryu and Han, 2011).. These authors mentioned that there were not enough approaches or models that deal comprehensively with the issue literature review about service quality of. Chapter II- A Review of Current Literature.