Measuring service quality: current thinking and future requirements

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractThe publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop their own measurement methods. This paper reviews this debate in relation to six key aspects: the purpose of the measurement instrument; the definition of service quality; models for service quality measurement; the dimensionality of service quality; issues relating to expectations; and the format of the measurement instrument. The main areas of agreement and disagreement are identified. As a result the continued use of the SERVQUAL instrument is called into question, and areas for further research are identified.

Kayak Merkezlerindeki Spor Turistlerinin Hizmet Kalitesi Algilarini Etkileyen Degiskenler

“…Hizmet kalitesi ölçümünde müşteri beklentileri ve müşterilerin bu beklentilere verdiği önemin rolü, üzerinde en çok tartışılan başlıca iki konu olmuştur (Robinson, 1999;24).…”

“…Parasuraman ve arkadaşlarının (1988;23), hizmet kalitesinin beş boyutu olduğuna yönelik iddialarına karşın, genel olarak bunun doğru olmadığı ve boyutların sayı ve tanımının, yapıya ya da endüstriye özgün olarak değişebileceği üzerinde görüş birliği bulunmaktadır (Higgs, Polansky ve Hollick, 2005, Robinson, 199925).…”

“…Hizmet kalitesinin bir tutum olduğu ve müşteri memnuniyetinden farklı bir kavram olduğu; performans algılarının ölçülmesinin gerekli olduğu; boyutların sayısı ve tanımlarının hizmet yapısına bağlı olduğu ve anket kısa olmadıkça olumsuz kelimeli ifadelerden sakınılması gerektiği, hizmet kalitesinin ölçümüyle ilgili üzerinde anlaşmaya varılan noktalardır (Robinson, 1999;29).…”

Impact of Check in and Check Out Policies of Hotels on Service Quality of Hospitality Industry.

“…Since the advancement of SERVQUAL, it has been widely connected in an assortment of organizations for better plans of action. SERVQUAL is the most supported instrument for measuring administration quality (Robinson, 1999). Parasuraman et al (1988) reasoned that shoppers see quality by contrasting desires to execution and assess the nature of the administration in distinctive measurements.…”

Effects of self-service technology on customer value and customer readiness: The case of banking industry

“…Service quality plays an important role on the success of business models and there are literally many studies for measuring the relative success of service quality (Cronin Jr & Taylor, 1992;Parasuraman et al, 1994;Anderson & Gerbing, 1988;Davies, et al, 1999;Robinson et al, 1999;Zhang et al, 2008). According to Hensmans et al (2001), the emergence of electronic commerce raises some concerns about the constructing and leveraging of legitimacy for both practitioners and scholars of strategy.…”