Keywords
Citation
Ladhari, R. (2010), "A review of 20 years of SERVQUAL research", International Journal of Quality and Service Sciences, Vol. 2 No. 3. https://doi.org/10.1108/ijqss.2010.41002caa.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited
A review of 20 years of SERVQUAL research
Article Type: Awards for Excellence From: International Journal of Quality and Service Sciences, Volume 2, Issue 3
Outstanding paper
Riadh LadhariFaculty of Business Administration, Laval University, Québec, Canada
Purpose – This paper reviews 20 years (1988-2008) of research on the SERVQUAL scale for measuring service quality.Design/methodology/approach – A range of studies that have applied the SERVQUAL scale in this 20-year period are examined in a non-exhaustive review of the literature. These studies are selected from well-known databases – such as “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”.Findings – The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service-quality research.Originality/value – The paper provides a useful source of information on SERVQUAL and its applications. In particular, the paper summarizes a selection of 30 applications of SERVQUAL.
Keywords: Quality management techniques, Research work, SERVQUAL
www.emeraldinsight.com/10.1108/17566690910971445
This article originally appeared in Vol. 1 No. 2, 2009, pp. 172-98, of International Journal of Quality and Service Sciences, Editor: Su Mi Dahlgaard-Park
Highly commended
International Journal of Quality and Service Sciences
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Outstanding Reviewer
Professor Jens Jorn Dahlgaard, Linkoping University, Sweden