These criticisms indicate that there is still a need for fundamental research. There are still doubts about whether customers routinely assess SQ in terms of Expectations and Perceptions; there are doubts about the utility and appropriateness of the disconfirmation paradigm; there are doubts about the dimensionality of SQ; there are doubts about the universality of the universality of the five RATER dimensions. These are serious concerns which are not only significant for users of SERVQUAL but for all those who wish to understand the concept of SQ.