Service Quality Management: A Literature Review

S. Santhana Jeyalakshmi and S. Meenakumari
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S. Santhana Jeyalakshmi: Mohamed Sathak Engineering College
S. Meenakumari: Anna University

Shanlax International Journal of Management, 2016, vol. 3, issue 4, 22-45

Abstract: Service quality becomes the crucial issue for the education industry and the theory of service quality has evolved over long period of time through testing and trials in service sector. The demanding customers and increased sense of customer satisfaction led to the use of the new service parameters making education institutions to implement quality management as an effective aid. During the last few decades there is phenomenal change experienced in the education industry and the reason being is Service Quality. Knowing that both service quality and value is difficult to measure, education institutions heavily rely on student’s quality perception and expectations. It could be achieved by asking students questions related to expectations and their perceptions of the service quality through carefully designed surveys. Various studies have been carried out to consolidate the dimensions of service quality and servqual has been accepted as well constructed instrument to measure service quality. The empirical research in development of service quality theory suggests that improved service quality plays important role in overall customer satisfaction. Study would focus on various studies on Service Quality conducted by earlier researchers in an array of industries. Thus, present study is unique in the sense that it is new to Education industry. The paper explores the development of service quality theory and alternate scales of measuring service quality, its role in customer satisfaction and importance of servqual instrument.

Keywords: Service Quality; Dimensions of service quality; Servqual; Customer satisfaction (search for similar items in EconPapers)
Date: 2016
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