What can’t be ignored in service quality evaluation: Application contexts, tools and factors
Keywords:systematic review, state of the art, service quality
This paper locates a Relevant Literary Space (RLS) about service quality evaluation, between 2006 and 2011, in order to characterise the following: service typologies, evaluation approaches, measurement models, reliability indexes, scales, quantitative techniques, factors (or quality dimensions) and likely variables affected by them. For this we use a systematic literature review methodology, taking the Scopus database to browse the research papers. The procedure was carried out through the plan-do-check-act cycle. The findings show that the e-service is the most studied typology; the hybrid models are the most used as well as the 7-point Likert scale and Cronbach’s Coefficient Alpha (average value of 0.87). Also, the findings show that the majority of the research community applies Structural Equation Modeling. From a holistic interpretation, a general structure of service quality is proposed. This article offers findings about the application of reproducible methods, open-to-scrutiny, and free of inclusion/exclusion biases of studies.
J. Cronin, S. Taylor. “Measuring Service Quality: A Re-Examination and Extension”. Journal of Marketing. Vol. 56. 1999. pp. 55-68.
A. Parasuraman, V. Zeithaml, L. Berry. “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing. Vol. 64. 1988. pp. 12-40.
C. Torgerson. Systematic Reviews (Continuum Research Methods). Ed. Continuum International Publishing Group. London, England. 2003. pp. 114. England. ness incluircir el nden ascendente, favor reorganizarlas en la lista.
F. Shull, J. Singer, D. Sjoberg. Guide to advance empirical software engineering. 1st ed. Ed. Springer-Verlag. London, England. 2007. pp. 388.
J. Pérez. Revisión sistemática de literatura en ingeniería. 1st ed. Ed. Universidad de Antioquia, Medellín, Colombia. 2012. pp. 102.
L. Codina Scopus: “El mayor navegador científico de la Web”. El Profesional de la información. Vol. 14. 2005. pp. 44-49.
I. SCImago. “Análisis de la cobertura de la base de datos Scopus”. El Profesional de la Información. Vol. 15. 2006. pp. 144-145.
R. Canedo, R. Rodríguez, M. Montejo. “Scopus: la mayor base de datos de literatura científica arbitrada al alcance de los países subdesarrollados”. ACIMED [online]. Vol. 21. 2010. pp. 270-282.
Y. Pai, S. Chary. “Dimensions of hospital service quality: A critical review: Perspective of patients from global studies”. International Journal of Health Care Quality Assurance. Vol. 26. 2013. pp. 308-340.
A. Ramachandran, V. Chidambaram. “A review of customer satisfaction towards service quality of banking sector”. Periodica Polytechnica, Social and Management Sciences. Vol. 20. 2012. pp. 71-79.
X. Zhao. “A review on service quality and student satisfaction of higher education”. Advances in Intelligent and Soft Computing. Vol. 1. 2012. pp. 115-122.
F. Wei, Y. Yao. Reviews on service quality studies in internet environment and further researches. Proceedings of the International Conference on E-Business and E-Government, ICEE 2010. Tianjin, China. 2010. pp. 2118-2121.
V. Seiler, T. Reisenwitz. “A review of service quality research in real estate”. Journal of Real Estate Literature. Vol. 18. 2010. pp. 225-238.
J. Tabrizi, A. Wilson, E. Coyne. O’Rourke, “Review of patient-reported type 2 diabetes service quality”. Australian Health Review. Vol. 32. 2008. pp. 23-33.
R. Ladhari. “Alternative measures of service quality: A review”. Managing Service Quality. Vol. 18. 2008. pp. 65-86.
H. Qu, C. Sit, W. Davis. “Hotel service quality in Hong Kong: An importance and performance analysis”. International Journal of Hospitality and Tourism Administration. Vol. 8. 2007. pp. 49-72.
G. Koo, R. Hardin, S. McClung, T. Jung, J. Cronin, C. Vorhees, B. Bourdeau. “Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball”. International Journal of Sports Marketing and Sponsorship. Vol. 11. 2009. pp. 46-59.
C. Pyon, J. Woo, S. Park. “Intelligent service quality management system based on analysis and forecast of VOC”. Expert Systems with Applications. Vol. 37. 2010. pp. 1056-1064.
P. Vella, J. Gountas, R. Walker. “Employee perspectives of service quality in the supermarket sector”. Journal of Services Marketing. Vol. 23. pp. 407-421.
M. Morales, L. Calderon. “Measuring executive education service quality: A construct validity study in Latin America”. Latin American Business Review. Vol. 8. 2007. pp. 1-37.
M. Khan, S. Mahapatra, E. Sreekumar. “Service quality evaluation of technical institutions using data envelopment analysis”. International Journal of Productivity and Quality Management. Vol. 3. 2008. pp. 127-143.
G. Svensson. “New aspects of research into service encounters and service quality”. International Journal of Service Industry Management. Vol. 17. 2006. pp. 245-257.
Z. Ren, Y. Zhou. “Call center outsourcing: Coordinating staffing level and service quality”. Management Science. Vol. 54. 2008. pp. 369-383.
N. Chowdhary, M. Prakash. “Prioritizing service quality dimensions”. Managing Service Qualit. Vol. 17. 2007. pp. 493-509.
J. Teng, Y. Liu, C. Chen. “Value-based distributed generator placements for service quality improvements”. International Journal of Electrical Power and Energy Systems. Vol. 29. 2007. pp. 268-274.
B. Taylor, E. Marcantonio, O. Pagovich, A. Carbo, M. Bergmann, R. Davis, D. Bates, R. Phillips, S. Weingart. “Do medical inpatients who report poor service quality experience more adverse events and medical errors?”. Medical Care. Vol. 46. 2008. pp. 224-228.
J. Collier, C. Bienstock. “Measuring service quality in E-retailing”. Journal of Service Research. Vol. 8. 2006. pp. 260-275.
H. Bauer, T. Falk, M. Hammerschmidt. eTransQual: “A transaction process-based approach for capturing service quality in online shopping”. Journal of Business Research. Vol. 59. 2006. pp. 866-875.
E. Cristobal, C. Flavián, M. Guinalíu. Perceived e-service quality (PeSQ): “Measurement validation and effects on consumer satisfaction and web site loyalty”. Managing Service Quality. Vol. 17. 2007. pp. 317-340.
F. Olorunniwo, M. Hsu, G. Udo. “Service quality, customer satisfaction, and behavioral intentions in the service factory”. Journal of Services Marketing. Vol. 20. 2006. pp. 59-72.
A. Akbaba. “Measuring service quality in the hotel industry: A study in a business hotel in Turkey”. International Journal of Hospitality Management. Vol. 25. 2006. pp. 170-192.
H. Wilkins, B. Merrilees, C. Herington. “Towards an understanding of total service quality in hotels”. International Journal of Hospitality Managemen. Vol. 26. 2007. pp. 840-853.
C. Ho, C. Lee, Y. “The development of an e-travel service quality scale”. Tourism Management, Vol. 28. 2007. pp. 1434-1449.
T. Dagger, J. Sweeney, L. Johnson. “A hierarchical model of health service quality: Scale development and investigation of an integrated model”. Journal of Service Research. Vol. 10. 2007. pp. 123-142.
M. González, L. Comesaña, J. Brea. “Assessing tourist behavioral intentions through perceived service quality and customer satisfaction”. Journal of Business Research. Vol. 60. 2007. pp. 153-160.
L. Hsieh, L. Lin, Y. Lin. “Service quality measurement architecture for hot spring hotels in Taiwan”. Tourism Management. Vol. 29. 2008. pp. 429-438.
M. Fassnacht, I. Köse. “Consequences of web-based service quality: Uncovering a multi-faceted chain of effects”. Journal of Interactive Marketing. Vol. 21. 2007. pp. 35-54.
H. Tsai, I. Lu. “The evaluation of service quality using generalized Choquet integral”. Information Science. Vol. 176. 2006. pp. 640-663.
H. Hu, J. Kandampully, D. Juwaheer. “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study”. Service Industries Journal. Vol. 29. 2009. pp. 111-125.
R. Voss, T. Gruber, I. Szmigin. “Service quality in higher education: The role of student expectations”. Journal of Business Research. Vol. 60. 2007. pp. 949-959.
J. Liou, G. Tzeng. “A non-additive model for evaluating airline service quality”. Journal of Air Transport Management. Vol. 13. 2007. pp. 131-138.
M. Tseng. “A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach”. Expert Systems with Applications Vol. 36. 2009. pp. 7738-7748.
C. Yen, H. Lu. “Effects of e-service quality on loyalty intention: An empirical study in online auction”. Managing Service Quality. Vol. 18. 2008. pp. 127-146.
P. Shamdasani, A. Mukherjee, N. Malhotra. “Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies”. Service Industries Journal. Vol. 28. 2008. pp. 117-138.
E. Wall, L. Berry. “The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality”. Cornell Hotel and Restaurant Administration Quarterly. Vol. 48.2007. pp. 59-69.
Y. Jiang, C. Wang. “The impact of affect on service quality and satisfaction: The moderation of service contexts”. Journal of Services Marketing. Vol. 20. 2006. pp. 211-218.
I. Hau-siu Chow, V. Lau, T. Wing-chun Lo, Z. Sha, H. Yun. “Service quality in restaurant operations in China: Decision and experiential oriented perspectives”. International Journal of Hospitality Management. Vol. 26. 2007. pp. 698-710.
L. Martínez, J. Martínez. “Measuring perceived service quality in urgent transport service”. Journal of Retailing and Consumer Services. Vol. 14. 2007. pp. 60-72.
K. Alexandris, C. Kouthouris, A. Meligdis. “Increasing customers’ loyalty in a skiing resort: The contribution of place attachment and service quality”. International Journal of Contemporary Hospitality Management. Vol. 18. 2006. pp. 414-425.
R. Cenfetelli, I. Benbasat, S. Al-Natour. “Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success”. Information Systems Research. Vol. 19. 2008. pp. 161-181.
C. Chen. “Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan”. Transportation Research Part A: Policy and Practice. Vol. 42. 2008. pp. 709-717.
G. Heim, J. Field. “Process drivers of e-service quality: Analysis of data from an online rating site”. Journal of Operations Management. Vol. 25. 2007. pp. 962-984.
A. Mukherjee, N. Malhotra. “Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centers”. International Journal of Service Industry Management. Vol. 17. 2006. pp. 444-473.
M. Tseng. “Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause-effect model in uncertainty”. Expert Systems with Applications. Vol. 36. 2009. pp. 9015-9023.
H. Landrum, V. Prybutok, X. Zhang. A comparison of Magal’s service quality instrument with SERVPERF. Information and Management. Vol. 44. 2007. pp. 104-113.
C. Albacete, M. Fuentes, J. Lloréns. “Service quality measurement in rural accommodation”. Annals of Tourism Research. Vol. 34. 2007. pp. 45-65.
L. Martínez, J. Martínez. “Developing a multidimensional and hierarchical service quality model for the travel agency industry”. Tourism Management. Vol. 29. 2008. pp. 706-720.
S. Briggs, J. Sutherland, S. Drummond. “Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector”. Tourism Management. Vol. 28. 2007. pp. 1006-1019.
D. Scotti, J. Harmon, S. Behson. “Links among high-performance work environment, service quality, and customer satisfaction: An extension to the healthcare sector”. Journal of Healthcare Management. Vol. 52. 2007. pp. 109-124.
B. Voon. “Linking a service-driven market orientation to service quality”. Managing Service Quality. Vol. 16. 2006. pp. 595-619.
Y. Yi, T. Gong. “The electronic service quality model: The moderating effect of customer Self-efficacy”. Psychology and Marketing. Vol. 25. 2008. pp. 587-601.
J. Park. “Passenger perceptions of service quality: Korean and Australian case studies”. Journal of Air Transport Management. Vol. 13. 2007. pp. 238-242.
M. Litte, A. Dean. “Links between service climate, employee commitment and employees’ service quality capability”. Managing Service Quality. Vol. 16. 2006. pp. 460-476.
E. Tsoukatos, G Rand. “Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance”. Managing Service Quality. Vol. 16. 2006. pp. 501-519.
G. Kang. “The hierarchical structure of service quality: Integration of technical and functional quality”. Managing Service Quality. Vol. 16. 2006. pp. 37-50.
F. Abdullah. “Measuring service quality in higher education: HEdPERF versus SERVPERF”. Marketing Intelligence and Planning. Vol. 24. 2006. pp. 31-47.
I. Saura, D. Francés, G. Contrí, M. Blasco. “Logistics service quality: A new way to loyalty”. Industrial Management and Data Systems. Vol. 108. 2008. pp. 650-668.
L. Ueltschy, M. Laroche, A. Eggert, U. Bindl. “Service quality and satisfaction: An international comparison of professional services perceptions”. Journal of Services Marketing. Vol. 21. 2007. pp. 410-423.
H. Maddern, R. Maull, A. Smart, P. Baker. “Customer satisfaction and service quality in UK financial services”. International Journal of Operations and Production Management. Vol. 27. 2007. pp. 999-1019.
T. Dagger, J. Sweeney. “Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions?”. Journal of Service Research. Vol. 10. 2007. pp. 22-42.
N. Glaveli, E. Petridou, C. Liassides, C. Spathis. “Bank service quality: Evidence from five Balkan countries”. Managing Service Quality. Vol. 16. 2006. pp. 380-394.
R. Espino, J. Martín, C. Román. “Analyzing the effect of preference heterogeneity on willingness to pay for improving service quality in an airline choice context”. Transportation Research Part E: Logistics and Transportation Review. Vol. 44. 2008. pp. 593-606.
A. Eisingerich, S. Bell. “Perceived service quality and customer trust: Does enhancing customers’ service knowledge matter?”. Journal of Service Research. Vol. 10. 2008. pp. 256-268.
K. Yap, J. Sweeney. “Zone-of-tolerance moderates the service quality-outcome relationship”. Journal of Services Marketing. Vol. 21. 2007. pp. 137-148.
J. Park, R. Robertson, C. Wu. “Modelling the impact of airline service quality and marketing variables on passengers’ future behavioural intentions”. Transportation Planning and Technology. Vol. 29. 2006. pp. 359-381.
T. Brown. “Coercion versus choice: Citizen Evaluations of public service quality across methods of consumption”. Public Administration Review. Vol. 67. 2007. pp. 559-572.
N. Wallingre. Crecimiento y factores de cambio del turismo y la hotelería. Estrategia y Gestión de Emprendimientos Hoteleros. Cuestiones de Turismo y Hotelería. 1st ed.Ed. Osmar Buyatti. Buenos Aires, Argentina. 2008. pp. 382.
R. Ladhari. “Developing e-service quality scales: A literature review”. Journal of Retailing and Consumer Services. Vol. 17. 2010. pp. 464-477.
How to Cite
Copyright (c) 2018 Revista Facultad de Ingeniería
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Revista Facultad de Ingeniería, Universidad de Antioquia is licensed under the Creative Commons Attribution BY-NC-SA 4.0 license. https://creativecommons.org/licenses/by-nc-sa/4.0/deed.en
You are free to:
Share — copy and redistribute the material in any medium or format
Adapt — remix, transform, and build upon the material
Under the following terms:
Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
NonCommercial — You may not use the material for commercial purposes.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
The material published in the journal can be distributed, copied and exhibited by third parties if the respective credits are given to the journal. No commercial benefit can be obtained and derivative works must be under the same license terms as the original work.