A review of 20 years of SERVQUAL research
Article Type: Awards for Excellence From: International Journal of Quality and Service Sciences, Volume 2, Issue 3
Outstanding paper
Riadh LadhariFaculty of Business Administration, Laval University, Québec, Canada
Purpose – This paper reviews 20 years (1988-2008)of research on the SERVQUAL scale for measuring service quality.Design/methodology/approach – A range of studies that have applied the SERVQUAL scale in this 20-year period are examined in a non-exhaustive review of the literature. These studies are selected from well-known databases – such as “ABI/Inform”,“ScienceDirect”, and “EBSCOhost”.Findings – The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service-quality research.Originality/value – The paper provides a useful source of information on SERVQUAL and its applications. In particular,the paper summarizes a selection of 30 applications of SERVQUAL.
Keywords: Quality management techniques, Research work,SERVQUAL
This article originally appeared in Vol. 1 No. 2, 2009, pp. 172-98, of International Journal of Quality and Service Sciences, Editor: Su Mi Dahlgaard-Park
Highly commended
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Outstanding Reviewer
Professor Jens Jorn Dahlgaard, Linkoping University, Sweden
