| SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES |
VOL. 2 |
NO. 2 |
PAPER 5 |
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EVOLUTION OF SERVICE QUALITY MEASUREMENT INSTRUMENT– A RETRO ANALYSIS |
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| J.R. Isaac Balasingh* , J. Clement Sudhahar**, J. Japhynth*** and D. Israel**** |
| * Lecturer in Karunya School of Management (KSM) |
| ** Assistant Professor, Karunya School of Management (KSM) |
| *** Lecturer in Karunya School of Computer Sciences (KSCM), Karunya Deemed University, Coimbatore (India) |
| **** Associate Professor, Institute of Management Technology, Ghaziabad, New Delhi. |
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| This article endeavors to examine the framework and related issues of different service quality instruments developed over time. The extant literature in respect of service quality applicable to various industries are reassessed and comprehensive tables indicating the critical dimensions used in service quality instruments and conceptualized in different global contexts are presented. The invaluable contributions made to the SERVQUAL literature in the twenty first century are also examined. The implications of these standardized models to academia and service industry in particular are clearly outlined. |
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