Service Quality Models: A Literature Review

Abstract

Using a critical literature analysis to evaluate various service quality models, this paper aims to identify issues for future research.This research hasinvestigated various Service Quality Models based on literature review.It has examined the various dimensions of the different service quality models, compares similarities, determines their relevance and significancewithin different contexts, and identified the restrictions of the studies.The literature review of various papers on service quality models revealed that the outcome of service quality is determined by several factors, including the type of service setting, the situation, the time, and the need. Therefore, research on service quality measurement must be further developed for more accurate and meaningful metric. This research has explored the linkage between different service quality models. The paper has provided clear information about the consecutive development of various service quality measurement models.