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

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  • 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
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    1. Željko Stević & Irena Đalić & Dragan Pamučar & Zdravko Nunić & Slavko Vesković & Marko Vasiljević & Ilija Tanackov, 2019. "A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL," Scientometrics, Springer;Akadémiai Kiadó, vol. 119(1), pages 1-30, April.
    2. Schaubroeck, John M. & Lam, Simon S.K. & Peng, Ann C., 2016. "Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 133(C), pages 45-58.
    3. Željko Stević & Ilija Tanackov & Adis Puška & Goran Jovanov & Jovica Vasiljević & Darko Lojaničić, 2021. "Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics," Sustainability, MDPI, vol. 13(10), pages 1-17, May.

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