Application of Service Quality Measurements in the Service Industry: What are the Changes?

International Journal of Economics and Management Studies
© 2019 by SSRG - IJEMS Journal
Volume 6 Issue 3
Year of Publication : 2019
Authors : Marie Sosthina Wanda Mabika Nzyengui
How to Cite?

Marie Sosthina Wanda Mabika Nzyengui, "Application of Service Quality Measurements in the Service Industry: What are the Changes?," SSRG International Journal of Economics and Management Studies, vol. 6,  no. 3, pp. 89-94, 2019. Crossref,


This paper discusses the application of service quality measurements in different organizations and firms. The study focused on research articles that can be found online through Google scholars, research gate or sage websites. We collected a total number of 21 papers that we divided publications in three periods. The first period goes from 1990 to 1999, the second is defined from 2000 to 2007 and the last one goes from 2010 up to 2018. We analyzed the way that service quality models have been applied in the marketing literature. We found that SERVQUAL was the most popular model used compared to SERVPERF, and the one that can be easily adapted depending on the nature of the organization. On the one hand, when service quality model is applied in private services,two of the five traditional measurements are more used ie empathy and responsiveness. On the other, when SERVQUAL is applied in public services, new measurements such assurance are created. We expect the results to be helpful in future research studies that we suggested.


Service quality, SERVQUAL, Service industry, SERVPERF.


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