1Lecturer in Karunya School of Management (KSM)
2Assistant Professor, Karunya School of Management (KSM)
3Lecturer in Karunya School of Computer Sciences (KSCM), Karunya Deemed University, Coimbatore, (India)
4Associate Professor, Institute of Management Technology, Ghaziabad, New Delhi
Online published on 11 September, 2015.
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 21st century are also examined. The implications of these standardized models to academia and service industry in particular are clearly outlined.
Service Quality Instruments, critical dimensions, reassessment
