Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013

Ya Lan Wang · Tainyi Luor · Pin Luarn · Hsi‐Peng Lu

53 citations0/0 files storedInformatica Economica

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

While many past studies focus on service quality research, especially using the "SERV-QUAL", little is known about the mechanics of this model.Motivated by the need to gauge the contribution of the SERVQUAL model, this study reviews 367 SSCI and SCI articles that are related to the SERVQUAL model from 1998 to 2013.We identify key factors and conduct a survey to search for related articles in the Institute for Scientific Information (ISI) Web of Science (WOS) database.Research contributions are measured, ranked, and presented based on quantity and quality metrics.The trends of SERVQUAL model research from our results are discussed.This study shows that the SERVQUAL model was one of the hot research topics by academic researchers and significantly contributed to service quality research.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2005An index to quantify an individual's scientific research output 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study 2006Measuring Service Quality in E-Retailing 2001Logistics Service Quality as a Segment-Customized Process 2002Performance-only measurement of service quality: a replication and extension

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