Relevant bibliographies by topics / SERVQUAL Framework

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  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers

Academic literature on the topic 'SERVQUAL Framework'

Author: Grafiati
Published: 5 June 2025
Last updated: 2 August 2025

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Journal articles on the topic "SERVQUAL Framework"

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Straughan, Robert D., and Marjorie J. Cooper. "Managing Internal Markets: A Conceptual Framework Adapted from SERVQUAL." Marketing Review 2, no. 3 (2001): 253–65. http://dx.doi.org/10.1362/1469347012569878.

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Ali, Sadia Samar, Arati Basu, and Nilesh Ware. "Quality measurement of Indian commercial hospitals – using a SERVQUAL framework." Benchmarking: An International Journal 25, no. 3 (2018): 815–37. http://dx.doi.org/10.1108/bij-05-2016-0060.

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Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to
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Prakash, Poonam. "Servqual method– A tool for quality assurance in health care." IP Annals of Prosthodontics and Restorative Dentistry 10, no. 2 (2024): 101–5. http://dx.doi.org/10.18231/j.aprd.2024.020.

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Ensuring high-quality service delivery in the healthcare industry is crucial for both overall organizational success and patient satisfaction. However, numerous gaps often exist between patient expectations and perceptions of service quality, necessitating effective tools for assessment and improvement. The SERVQUAL method emerges as a valuable tool for quality assurance in healthcare, addressing these gaps through its comprehensive framework. SERVQUAL encompasses five key domains: reliability, assurance, tangibles, empathy and responsiveness.When SERVQUAL is used in the healthcare industry, t
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Fransiska Oktalia Duha Gumano and Ray Octafian. "Road To Customer Satisfaction: The Servqual Journey." INTERNATIONAL CONFERENCE ON DIGITAL ADVANCE TOURISM, MANAGEMENT AND TECHNOLOGY 1, no. 1 (2023): 08–13. http://dx.doi.org/10.56910/ictmt.v1i1.9.

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This study was carried out at Resto Bebek Goreng Pak Eko with the objectives of examining and measuring the quality of service offered by restaurant personnel and determining the level of satisfaction experienced by customers who dined at the establishment. The research was conducted using a qualitative approach and a descriptive research method, which allows for a more in-depth presentation of the findings of the research. In this study, the methods for collecting data included interviews with restaurant staff, observations of interactions between employees and clients, and a review of the li
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Impa, Janeane Nicolle M., Rika Kawai, Alexia Mae B. Ocampo, and Fulepro Alberto Madrilejos Mr. "Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework." International Journal of Management and Commerce Innovations 11, no. 1 (2023): 203–21. https://doi.org/10.5281/zenodo.8054607.

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<strong>Abstract:</strong> Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. Consumers like to share their ideas and hunt for information online, and they find the content of online reviews more useful than suggestions from other online information sources. Online customer reviews are a vast and open source of information on how customers feel about the quality of a company&#39;s service, particularly in the hotel business, where it is useful to gauge hotel qual
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Ibrokhimov, Firdavs. "THE QUALITY OF MARKETING EDUCATION IN UZBEKISTAN: SERVQUAL MODEL." Current Research Journal of Pedagogics 5, no. 11 (2024): 148–53. https://doi.org/10.37547/pedagogics-crjp-05-11-30.

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We used the SERVQUAL method to analyzethe quality of service in undergraduate marketing programs in Uzbek state higher education institutions. Weighted gaps of average were calculated based on the difference in the expected and perceived quality of education among senior-year students consistent with a framework based on the SERVQUAL method. According to our study, marketing programs are less individualized and lack critical resources to convey practical skills to students. This may widen the gap between labor market requirements and the organization of skill delivery in marketing programs.
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Estebal, Ma Elena C. "Antecedents To Customer Satisfaction: The Case of Supermarket Shoppers." International Journal of Business Studies 2, no. 2 (2018): 84–92. http://dx.doi.org/10.32924/ijbs.v2i2.56.

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&#x0D; &#x0D; &#x0D; This study aimed to determine the level of satisfaction of the supermarket customers using the service quality (SERVQUAL) framework. It utilized a researcher-made questionnaire patterned from the original SERVQUAL questionnaire that was rephrased to it the context of the focus of this study. The questionnaire is divided into 2 parts: the first part dealt with the demographic profile of the respondents and the second part dealt with level of respondents’ agreement on the constructs of SERVQUAL which are generalized into five categories, tangibility, reliability, responsiven
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Rebualos, Rogel Angelo, Joelinus Jason Hidayat, Anak Agung Ngurah Perwira Redi, Arif Murti Rozamuri, and Josephine D. German. "Analysis of service quality in engineering design department through SERVQUAL framework." Procedia Computer Science 234 (2024): 1570–77. http://dx.doi.org/10.1016/j.procs.2024.03.159.

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IMPA, JANEANE NICOLLE, RIKA KAWAI, ALEXIA MAE OCAMPO, and FULEPRO ALBERTO MADRILEJOS. "MANILAS’ LUXURY HOTELS USING SERVQUAL FRAMEWORK: COMPREHENSIVE ASSESSMENT FROM ONLINE TRAVEL AGENCIES’ REPORTS." Quantum Journal of Social Sciences and Humanities 4, no. 4 (2023): 233–52. http://dx.doi.org/10.55197/qjssh.v4i4.271.

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Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. The ability to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness, and assurance could help hotels identify problems, prioritize solutions, and offer better services to Luxury hotels. The study outcomes will assist hotel management in gaining complete knowledge of client complaints regarding service difficulties
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Kevin, Fuchs, and Fangpong Keerati. "Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand." Education Quarterly Reviews 4, no. 2 (2021): 363–70. https://doi.org/10.31014/aior.1993.04.02.286.

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Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for meas
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Dissertations / Theses on the topic "SERVQUAL Framework"

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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.

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Thesis (MTech (Marketing))--Cape Technikon, 1999.<br>Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the de
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Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal." Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.

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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as
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Laubscher, Ryno. "The drivers of customer satisfaction at National Dairy Equipment (NDE)." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/13085.

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National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number
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Lekhelebana, Vuyokazi Anneline. "Improving service quality at automotive dealerships." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1017204.

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The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by lite
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Rossides, Yiannos. "Development and application of an analytical framework for the measurement of customer service quality in the banking industry of Cyprus." Thesis, University of Stirling, 2011. http://hdl.handle.net/1893/3455.

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The main objectives of this study are to demonstrate the significance of customer service quality in the banking sector of Cyprus in order to enable managers in banking organisations to identify the determinants of customer perceptions of service quality and ultimately to provide a method to measure the levels of service quality offered. Therefore, the objectives of this thesis are: • To evaluate the SERVQUAL model and assess whether it can be applied in the context of the Cypriot banking industry, and consequently establish a reliable and valid service quality measurement instrument for Cypri
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Elie, Sammy Abraham. "Students' perceptions of service quality levels of students housing at the large metropolitan university." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020297.

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The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on se
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Mhlanga, Osward. "EXPECTATIONS AND EXPERIENCES OF FORMAL FULL-SERVICE RESTAURANT DINERS IN PORT ELIZABETH." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/230.

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Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014<br>The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-servi
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Le, Phung Tan. "Evaluation of public hospital performance in Khanh Hoa Province : Vietnam in connection with patient and staff satisfaction surveys." Thesis, Queensland University of Technology, 2014. https://eprints.qut.edu.au/72968/1/Phung_Le_Thesis.pdf.

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This research aimed to develop a framework for performance evaluation of public hospitals in Vietnam that is culturally, socially, and politically appropriate. The research included both qualitative and quantitative methods and identified and validated novel instruments to measure patient satisfaction and job satisfaction of hospital staff and to determine a set of hospital indicators that reflect the quality of hospital performance. New models for understanding the determinants of patient and staff satisfaction were developed along with a new performance indicator framework for hospital perfo
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Caza, Akhona Nobusi. "An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1020610.

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The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommen
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CAYARD, Dimitri Senat, and 蓋亞德. "A service quality evaluation framework based on Kano model, SERVQUAL, and IPA. An empirical study." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/96592907840014824493.

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碩士<br>國立清華大學<br>工業工程與工程管理學系<br>104<br>服務品質與顧客滿意度有著密不可分的關係，企業必須重視此概念，才能保有競爭力並持續地成長。服務品質的提升除了能夠帶來更高的顧客滿意度，亦能增加收益、降低成本以及保有更高的顧客忠誠度。因此，如何有效地衡量顧客所認知的服務品質及滿意度來更加了解顧客需求，藉由改善的機會，進而達到顧客滿意的目的，已成為企業極為重要的課題。 本研究的目的是要建立一個評估架構來衡量服務品質及顧客滿意度，並找出某些方面可能改善的機會。本架構構利用Kano二維品質模型問卷並以SERVQUAL量表為問卷基礎來進行屬性分類，透過缺口分析(Gap analysis)處理顧客對服務品質的回饋，以及應用IPA-Kano架構分類屬性並找出適合改善之處。本研究利用所建構的方法，針對一家台灣的五星級餐廳來驗證模型的有效性。本研究的結果可做為管理層面考量的參考依據，亦能為目前使用SERVQUAL量表為服務品質評估方法的服務產業帶來助益，並可做為未來研究參考依據。
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Book chapters on the topic "SERVQUAL Framework"

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Cui, Youxiang, Haibo Tang, and Zhongwei Gu. "The Evaluation Framework for Wearable Devices Service Quality Based on SERVQUAL Model." In Lecture Notes in Computer Science. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-77025-9_2.

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Al-Shamsi, Aisha, Mohammad A. Al-Hawari, Semiyu Adejare Aderibigbe, and Maher Omar. "Impact of Service Quality on Student Retention in UAE Higher Education Institutions." In Future Trends in Education Post COVID-19. Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-99-1927-7_17.

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AbstractA major goal of this study is to demonstrate how improving the quality of services can be used to enhance higher education institutions’ ability to hold on to their students and assist them in graduating on time. This study investigates the relationship between service quality and student retention in the higher education sector, as well as the influences of satisfaction, trust, and commitment on this relationship. The study discusses how Institutions can retain their students while defining service quality in the present day. Hence, the literature focused on how service quality impact
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Sorathiya, Dineshkumar Odhavajibhai, and Dr Kinjal Patel. "MEASURING SERVICE QUALITY ON EDUCATIONAL SERVICES: SERVQUAL MODEL FRAMEWORK." In Futuristic Trends in Management Volume 3 Book 9. Iterative International Publisher, Selfypage Developers Pvt Ltd, 2024. http://dx.doi.org/10.58532/v3bhma9p1ch4.

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By examining students' expectations and perceptions of the services offered, service quality measurement is one of the key measuring techniques or instruments used by educational institutions to comprehend students' needs and experiences. In order to identify the service variables in the educational sector, this study assesses the service quality of a university in Surat, Gujarat, India. At the educational institution, five specific dimensions—tangibles, reliability, responsiveness, assurance, and empathy—were looked at. A well-structured questionnaire was created, and SERVQUAL dimensions scal
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Wang, Yi-Shun, and Tzung-I. Tang. "Assessing Customer Perceptions of Web Site Service Quality in Digital Marketing Environments." In Advances in End User Computing. IGI Global, 2004. http://dx.doi.org/10.4018/978-1-59140-257-2.ch002.

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E-commerce literature has rarely addressed the measurement of customer perceptions of web site service quality in digital marketing environments. It is argued that the current SERVQUAL and IS-SERVQUAL instruments need to be refined and validated to fit the digital marketing environment, as they are targeted primarily towards either traditional retailing or information systems contexts. This article validates and refines a comprehensive model and instrument for measuring customer perceived service quality of web sites that market digital products and services. After a discussion of the conceptu
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Jaafar Desmal, Abdulla, and Zainab Merza Madan. "Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices." In Industrial Engineering and Management. IntechOpen, 2024. http://dx.doi.org/10.5772/intechopen.113993.

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This chapter presents a comprehensive framework for measuring and managing service quality of mobile smart devices across seven key dimensions: interactions, usability, efficiency, information quality, availability, security, and reliability. Grounded in established models like SERVQUAL and E-S-QUAL, the framework identifies specific metrics based on user perceptions for evaluating expertise, accuracy, responsiveness, and customization. The SERVQUAL model outlines five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. E-S-QUAL adapts these to the digit
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"Understanding Customers' Expectations." In Service Marketing Strategies for Small and Medium Enterprises. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7891-8.ch001.

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The chapter seeks to provide insight into service quality by illustrating influential models in service marketing discipline: SERVQUAL and GAP model. Moreover, the authors provide literature support of both SERVQUAL and GAP model by inducing their evolution, usage, and limitations. The authors undertook qualitative research on 10 SMEs to understand the gap between consumers' expectations and service delivery. The finding indicates experience economy as a mediating factor in minimizing gaps between expectations and behavior intention on consumers. Moreover, after conducting 30 documented observ
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Kesuma, Dorie Pandora, Achmad Nizar Hidayanto, Meyliana, Kongkiti Phusavat, and Dina Chahyati. "Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website." In Advances in Web Technologies and Engineering. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9764-5.ch003.

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Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed
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Mutula, Stephen M. "A Model for Building Trust in E-Government." In Digital Democracy. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-1740-7.ch016.

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E-government is a new and complex field which is yet to be clearly understood because of lack of a well developed theoretical framework. E-government provides a platform for different forms of interactions such as business to business (B2B), citizens to government (C2G), government to government (G2G), business to government (B2G), etc. These interactions raise several ethical issues which have implications on citizens’ trust in e-government. This chapter proposes a model for building trust of citizens in e-government. The proposed model is premised on five trust pillars: ethical/human; inform
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Azzabi, Manel, and Manel Bouchnak. "AI Service Quality, Employee Satisfaction, and Well-Being in Modern Workplaces." In Leading Inclusive Workplaces Through Digital Transformation and Organizational Change. IGI Global, 2025. https://doi.org/10.4018/979-8-3373-5127-8.ch003.

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This research explores how employees' perceived quality of artificial intelligence (AI) services shapes their satisfaction and psychological well-being at work. Drawing on the ISS model and the SERVQUAL framework, the study focuses on four key AI service quality dimensions: reliability, transparency, responsiveness, and empathy. AI literacy is introduced as a moderating factor, offering insight into how employees' knowledge and comfort with AI tools influence their experience. Based on data collected from 278 professionals across various sectors, findings reveal that higher perceived AI servic
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Sandhyaduhita, Puspa Indahati, Haya Rizqi Fajrina, Ave Adriana Pinem, Achmad Nizar Hidayanto, Putu Wuri Handayani, and Kasiyah M. Junus. "Hospital Service Quality from Patients Perspective." In Hospital Management and Emergency Medicine. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2451-0.ch027.

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This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest gap: (1) responsiveness, (2) assurance, (3) professionalism, (4) reliability, (5) empathy and (6) tangible. Apparently, the gap for each criterion transpires to be significantly different which straightforwardly indicates the quality of the service delivered by hospitals for each criterion is still below r
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Conference papers on the topic "SERVQUAL Framework"

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Ardilla, Amanda Sandy, and Markus Hartono. "Framework of service quality evaluation in supply chain management using integration of SERVQUAL, Kano and QFD in Cigarette company XYZ: A literature review." In THE 2ND NATIONAL CONFERENCE ON MATHEMATICS EDUCATION (NACOME) 2021: Mathematical Proof as a Tool for Learning Mathematics. AIP Publishing, 2023. http://dx.doi.org/10.1063/5.0105342.

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Đorđević, Predrag, Anđelka Stojanović, and Ivica Nikolić. "Evaluating transatlantic cruise service quality: An integrated SERVQUAL and IPA approach." In XXI International May Conference on Strategic Management – IMCSM25 Proceedings, Bor, 30.05.2025. University of Belgrade - Technical Faculty in Bor, Bor, 2024. https://doi.org/10.5937/imcsm25365d.

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This study investigates the service quality of transatlantic cruises by applying the SERVQUAL model combined with Importance-Performance Analysis (IPA) and gap analysis. Transatlantic cruises are a unique segment within the rapidly growing cruise tourism industry, where high service quality is crucial for customer satisfaction and loyalty. Despite its importance, empirical research applying robust service quality frameworks to this specific sector is still limited. This research utilizes a quantitative survey approach using a structured SERVQUAL questionnaire. Gap analysis revealed negative ga
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