IDEAS home Printed from https://ideas.repec.org/a/aes/infoec/v19y2015i1p34-45.html
   My bibliography  Save this article

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

Author

Listed:
  • Ya Lan WANG

    ()

  • Tainyi LUOR

    ()

  • Pin LUARN

    ()

  • Hsi-peng LU

    ()

Abstract

While many past studies focus on service quality research, especially using the “SERVQUAL†, 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 re-searchers and significantly contributed to service quality research.

Suggested Citation

  • Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
  • Handle: RePEc:aes:infoec:v:19:y:2015:i:1:p:34-45
    as

    Download full text from publisher

    File URL: http://revistaie.ase.ro/content/73/03%20-%20Wang,%20Luor.pdf
    Download Restriction: no

    References listed on IDEAS

    as
    1. Cote, Joseph A & Leong, Siew Meng & Cote, Jane, 1991. " Assessing the Influence of Journal of Consumer Research: A Citation Analysis," Journal of Consumer Research, Oxford University Press, vol. 18(3), pages 402-410, December.
    2. Badri, Masood A., 2001. "A combined AHP-GP model for quality control systems," International Journal of Production Economics, Elsevier, vol. 72(1), pages 27-40, June.
    3. Caruana, Albert & Ewing, Michael T. & Ramaseshan, B., 2000. "Assessment of the Three-Column Format SERVQUAL: An Experimental Approach," Journal of Business Research, Elsevier, vol. 49(1), pages 57-65, July.
    4. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    5. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    6. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    7. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    8. Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Runliang Dou & Yubo Zhang & Guofang Nan, 0. "Application of combined Kano model and interactive genetic algorithm for product customization," Journal of Intelligent Manufacturing, Springer, vol. 0, pages 1-16.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:infoec:v:19:y:2015:i:1:p:34-45. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Paul Pocatilu). General contact details of provider: http://edirc.repec.org/data/aseeero.html .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.