IDEAS home Printed from https://ideas.repec.org/a/ids/ijmpra/v15y2022i1p9-23.html
   My bibliography  Save this article

Service quality measures: systematic literature review and future research directions

Author

Listed:
  • Ram Komal Prasad
  • Sanjeev Verma

Abstract

The present study comprehensively reviews the service quality models available in the extant literature and provides an integrated view of service quality to future researchers. PRISMA review framework guided the review methodology. Thematic analysis and content analysis formed the basis for dissecting deeper insights. Findings suggest that service quality models revolve around customer centricity and aim to achieve customer satisfaction. Sector-specific service quality measures focused on domain-specific customer needs and instrumentalised tools for exceeding customer expectations. Theoretical and practical implications with future research directions are offered to guide future studies.

Suggested Citation

  • Ram Komal Prasad & Sanjeev Verma, 2022. "Service quality measures: systematic literature review and future research directions," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 15(1), pages 9-23.
  • Handle: RePEc:ids:ijmpra:v:15:y:2022:i:1:p:9-23
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=119921
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Vilarinho, Hermilio & Pereira, Miguel Alves & D’Inverno, Giovanna & Nóvoa, Henriqueta & Camanho, Ana S., 2024. "Water Utility Service Quality Index: A customer-centred approach for assessing the quality of service in the water sector," Socio-Economic Planning Sciences, Elsevier, vol. 92(C).

    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:ids:ijmpra:v:15:y:2022:i:1:p:9-23. See general information about how to correct material in RePEc.

    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.

    We have no bibliographic references for this item. You can help adding them by using 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=91 .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.