Service Quality Models: A Gap Study

Dr. Kiran, Ajmer Singh

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 andBrady 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.


Full Text:

PDF


DOI: https://doi.org/10.5296/ber.v6i1.9636

Refbacks

  • There are currently no refbacks.


Business and Economic Research  ISSN 2162-4860

Copyright © Macrothink Institute

To make sure that you can receive messages from us, please add the 'macrothink.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.