SERVICE QUALITY SCALES – A REVIEW

Purpose – The main aim of this paper is to critically analyze the various service quality scales. Design / Methodology/ Approach – In this paper various service quality scales that are given in literature are examined. Reviews of the various scales are done in order to find a connection between them and then emphasize the area for further research. Findings – A review of the various service quality scales reveals that the outcome and measurement of service quality depends on the type of service, situation, time, need etc. For future research this paper gives a rich agenda in the development of scales of service quality. Research Implications – This research develops a connection for the various service quality scales. Suggestions for Future Research – As the literature in the field of service quality is growing in a sequential manner, we continuously keep on learning and updating ourselves from our predecessors. This paper helps in providing a new direction to the service quality researchers. Originality / Value – This paper finds out new guidelines for the research in service quality and practically helps the practitioners and the researchers for improvement in the direction of service quality measurement.