A review of servqual model in relation to transportation services

• Main Authors: Mohamad Kamil, Meilina, Azman, Ayuni Soraya, Abdul Hanan, Suhaila
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2019
• Subjects: HD28 Management. Industrial Management
• Online Access: https://repo.uum.edu.my/id/eprint/28497/1/STMLGG%2014%202019%20119-128.pdf; https://repo.uum.edu.my/id/eprint/28497/

Service providers want to know what customers (internal or external) care about. Despite the price, and to a minor degree product quality, also count, however, for service providers, customers care most about service quality. The quality of service could affect the loyalty and satisfaction of users. Therefore, it is important to measure the quality of services and seek to improve its bad elements. The application of the SERVQUAL model allows to obtain a significant result that could aid the possible business strategies. There are five key dimensions used in SERVQUAL model offered by Parasuraman; the tangibility, reliability, assurance, responsiveness and empathy. Each dimension has different interest for different users, to which it will contribute to the determination of the service quality. This paper discusses the growing interest of SERVQUAL, and the application of this concept in the transportation business, thereby providing an understanding for future researchers and practitioners.