The development and measurement of different service quality models
The development and measurement of different service quality models
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2008
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Assumption University
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eng
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Assumption University. Martin de Tours School of Management and Economics
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AU Journal of Management 6, 1 (January-June 2008), 45-51
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Abstract
This article outlines the development of service quality models. from the earlier Nordic model,
the Gaps model, SERVQUAL and SER VP ERF models. to the most recent, the service quality of int em et
search engines (adapted from SERVQUAL), and perceptions of educational service quality (adapted
from SERVPERF). The author presents and discusses the basis of development of each service model,
service quality structures, and element of each service industry. Finally, the implications for service
quality model improvement and further research are discussed.
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In English ; only abstract in English.
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