Service Quality: A Critical Literature Review

Roxana Henderson

Authors

Roxana Henderson

Keywords:

service quality, SERVQUAL

Abstract

Service quality has been the subject of considerable interest by both practioners and researchers in recent years (Parasuraman et al 1985). An important reason for the interest in service quality by practitioners results from the belief that this has a beneficial effect on bottomline performance for the firm. The purpose of this paper is to provide a review of the SERVQUAL research on service quality in the following areas: (1) definition and measurement of service quality, and (2) reliability and validity of SERVQUAL measures.

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Service Quality: A Critical Literature Review. (2013). Global Journal of Management and Business Research, 13(26), 1-5. https://journalofbusiness.org/index.php/GJMBR/article/view/

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Author Biography

Roxana Henderson

Roxana Henderson is a researcher affiliated with the KTH Royal Institute of Technology, with a focus on interdisciplinary studies spanning service quality and nanotechnology. Her work includes a critical literature review on service quality and an innovative study on the economic fast synthesis of olive leaf extract and silver nanoparticles for biomedical applications. With two publications and four citations, her research has already begun to influence her fields, reflected in an h-index of 1. Based in the United States, she continues to contribute to academic knowledge through her affiliation with KTH Royal Institute of Technology, Brazil.

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