Prior research on service quality
| Study reference | Main topic | Research method | Findings and SQ measurement dimensions |
|---|---|---|---|
| Grönroos (1984) | SQ Model and its marketing implications | Survey | SQ defined as expected service and perceived service |
| Dimensions: technical quality, functional quality | |||
| Parasuraman et al. (1985), Grobelna and Marciszewska (2013) | A conceptual model of service quality and its implications for future research | Focus group interview | Confirmed SQ is the comparison between expectations and performance |
| Dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding, tangibles | |||
| Parasuraman et al. (1988), Torres (2014) | SERVQUAL: A multiple–item scale for measuring consumer perceptions of service quality | Survey | Based on the prior PZB 1985 research of SQ 10 facets, generated SERVQUAL and verified the reliabilities and assessed the validity |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Parasuraman et al. (1991) | Refinement and reassessment of the SERVQUAL scale | Survey | Comparative discussing with other SERVQUAL replication studies, refined and reexamined its reliability and validity; most valuable when it is used periodically to track SQ trends |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| LeBlanc (1992) | Evaluation of SQ in travel management companies | Personal interview and survey | Referring to PZB both measurements between expectations and perceptions, LeBlanc (1992) stated perceptions of quality are influenced by expectations. His exploratory study in travel agencies is based on that data collected directly in terms of the perception-expectation difference on a Likert-type scale |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Pitt et al. (1995) | SQ effectiveness measurement | Demonstrated that SERVQUAL is applicable in the information systems arena | |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Kang et al. (2002) | Measurement of internal SQ | Survey | Confirmed SERVQUAL is a useful tool for the measurement of SQ, with the majority of the research to date |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Ho and Lee (2007) | e-travel service quality scale | Developed a five-factor scale for evaluating online travel service quality on the basis of SERVQUAL | |
| Marinkovic et al. 2011 | Impact of SERVQUAL in travel management companies | Survey | SERVQUAL dimensions are important antecedents that trigger satisfaction |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Xu et al., (2013) | Integrating SQ with system and information quality | Survey | Discussed 25 SERVQUAL utilizations and indicated that SERVQUAL is also widely support to measure SQ for the online business |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy |
| Study reference | Main topic | Research method | Findings and SQ measurement dimensions |
|---|---|---|---|
| SQ Model and its marketing implications | Survey | SQ defined as expected service and perceived service | |
| Dimensions: technical quality, functional quality | |||
| A conceptual model of service quality and its implications for future research | Focus group interview | Confirmed SQ is the comparison between expectations and performance | |
| Dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding, tangibles | |||
| SERVQUAL: A multiple–item scale for measuring consumer perceptions of service quality | Survey | Based on the prior PZB 1985 research of SQ 10 facets | |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Refinement and reassessment of the SERVQUAL scale | Survey | Comparative discussing with other SERVQUAL replication studies, refined and reexamined its reliability and validity; most valuable when it is used periodically to track SQ trends | |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Evaluation of SQ in travel management companies | Personal interview and survey | Referring to PZB both measurements between expectations and perceptions, | |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| SQ effectiveness measurement | Demonstrated that SERVQUAL is applicable in the information systems arena | ||
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Kang | Measurement of internal SQ | Survey | Confirmed SERVQUAL is a useful tool for the measurement of SQ, with the majority of the research to date |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| e-travel service quality scale | Developed a five-factor scale for evaluating online travel service quality on the basis of SERVQUAL | ||
| Marinkovic | Impact of SERVQUAL in travel management companies | Survey | SERVQUAL dimensions are important antecedents that trigger satisfaction |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy | |||
| Integrating SQ with system and information quality | Survey | Discussed 25 SERVQUAL utilizations and indicated that SERVQUAL is also widely support to measure SQ for the online business | |
| Dimensions: tangible, reliability, responsiveness, assurance and empathy |