Service quality measurement: a review
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 measure...
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Human Resource Management Academic Research Society
2015
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my.utm.604122021-12-13T02:52:32Z http://eprints.utm.my/id/eprint/60412/ Service quality measurement: a review Ghotbabadi, Ali Ramezani Feiz, Setareh Baharun, Rohaizat HD28 Management. Industrial Management 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. Human Resource Management Academic Research Society 2015 Article PeerReviewed 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 http://dx.doi.org/10.6007/IJARBSS/v5-i2/1484 |
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HD28 Management. Industrial Management Ghotbabadi, Ali Ramezani Feiz, Setareh Baharun, Rohaizat Service quality measurement: a review |
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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. |
format |
Article |
author |
Ghotbabadi, Ali Ramezani Feiz, Setareh Baharun, Rohaizat |
author_facet |
Ghotbabadi, Ali Ramezani Feiz, Setareh Baharun, Rohaizat |
author_sort |
Ghotbabadi, Ali Ramezani |
title |
Service quality measurement: a review |
title_short |
Service quality measurement: a review |
title_full |
Service quality measurement: a review |
title_fullStr |
Service quality measurement: a review |
title_full_unstemmed |
Service quality measurement: a review |
title_sort |
service quality measurement: a review |
publisher |
Human Resource Management Academic Research Society |
publishDate |
2015 |
url |
http://eprints.utm.my/id/eprint/60412/ http://dx.doi.org/10.6007/IJARBSS/v5-i2/1484 |
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1720436924137603072 |
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13.154905 |