Service Quality Models: A Gap Study

Kiran and Dr. Ajmer Singh ()

Business and Economic Research, 2016, vol. 6, issue 1, 464-480

Abstract: During the past three-four decades, service quality becomes an important area for research. This paper makes an attempt to study different service quality models given by the key contributors in this area. The paper examines different models of service quality on the basis of the review of the literature. The models that have been analyzed in this paper are-Gronroos Model, Lehtinen and Lehtinen three-dimensional model, PZB Gap Model, three components Model, RSQS Model and Brady and Cronin Hierarchical model. From the review of the above models, we find out that there is a lot of work still available which can be done to fill the gap. Hence, this paper will provide an opportunity to the researcher to do research in those areas which are still left to be covered.

Keywords: Service Quality; Service Quality Models; PZB Gap Model; RSQS Model (search for similar items in EconPapers)
Date: 2016
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