1
www.ssijmar.in
SERVQUAL REVISITED
.
A SYSTEMATIC REVIEW OF LITERATURE
DR M.BASHEER AHMED KHAN
1
S.RAGHUNANDAN
2
1.
Vi
ce
-
Chancellor S.K.M. University
Dhumka
Jharkand
E.Mail:drkhan503@sify.com
Mobile:08986842322.
2.
S.Raghunandan, Research Scholar,D
epartment of Man
agement Studies School
of
Management
Pondicherry University
E.Mail:sriraghun@yahoo.com Mobile:09444067670.
SHIV SHAKTI
International Journal in Multidisciplinary and Academic Research (SSIJMAR)
Vol. 2, No. 2, March
-
April
(ISSN 2278
–
5973)
ABSTSRACT
After its invention in 1988, SERVQUAL scale has been consistently applied for measurement
of quality of service provided by service providers. The scale has proved to be versatile and
has been used across various countries to quantify and gauge service qua
lity in diverse service
sectors. While numerous critics have assailed SERVQUAL on various parameters, the
proponents of SERVQUAL including SRVQUAL authors have refuted the criticisms with
vigor. This paper elaborates on the various aspects of criticism and
defense of SERVQUAL.
Using internationally applied SRL(Systematic Review of Literature) approach the paper
identifies, appraises, selects and synthesizes all high quality Research related to SERVQUAL.
SRL throws up the conclusion that use of SERVQUAL can
lead to measurable and meaningful
results in service quality.