IDEAS home Printed from https://ideas.repec.org/
MyIDEAS: Log in (now much improved!) to save this article

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

Listed author(s):
  • Ya Lan WANG

    ()

  • Tainyi LUOR

    ()

  • Pin LUARN

    ()

  • Hsi-peng LU

    ()

Registered author(s):

    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.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

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

    Article provided by Academy of Economic Studies - Bucharest, Romania in its journal Informatica Economica.

    Volume (Year): 19 (2015)
    Issue (Month): 1 ()
    Pages: 34-45

    as
    in new window

    Handle: RePEc:aes:infoec:v:19:y:2015:i:1:p:34-45
    Contact details of provider: Postal:
    6 ROMANA PLACE, 70167 - BUCHAREST

    Phone: 0040-01-2112650
    Fax: 0040-01-3129549
    Web page: http://revistaie.ase.ro/
    Email:


    More information through EDIRC

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:

    as
    in new window


    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. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    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)

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    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)

    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 references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link 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 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.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.