Service Quality: A Literature Review

In this paper, I review the work of Parasuraman et al. on service quality, particularly their gaps model and SERVQUAL, a marketing survey tool used for measuring a firm’s level of service quality. I then compare it with more updated marketing survey tools and present examples of each in the appendices.

Service Quality: A Literature Review (PDF 68KB)



Filed under Marketing, Service Marketing

3 responses to “Service Quality: A Literature Review

  1. Irshaad

    Regarding the paper titled “Service Quality: A Literature Review”.
    We are currently doing a post-graduate dissertation at the University of Kwa-Zulu Natal in South Africa and had a look at your paper. Please can you provide details on how to reference it properly as we cannot find any author name.
    Thank you

  2. mukwecheni veronica

    I am student of Zimbabwe Open University doing a dissetation on impact of service marketing on the perfomance of a social security company.

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