Industry-Specific Service Quality Models-A Review in context of Indian SMEs

Sk Gandhi, Anish Sachdeva, Ajay Gupta


Service quality has been the subject of intense academic and business debate as organizations have increasingly paid more attention to the quality of services they deliver to the customers. Studies in a variety of disciplines have brought a substantial body of theory and research under the complex and dynamic nature of service quality. Service quality has become the most dominant theme in services marketing research. Rendering quality service has become a key for achieving success and gaining advantage over competitors. Recently, service quality has been extensively researched, as it has become vital for service firms to pay attention to it due to increased competition. Based on different definitions of service quality, researchers have put forward different models for evaluating service quality, making its operationalization further complex. The literature on service quality-related issues along the entire supply chain, particularly with respect to SMEs, is not much available. Though SERVQUAL has been a frequently used measure of service quality, of late, researchers have questioned aspects of its application and signaled caution in its use. In this paper, seven industry-specific models, viz., Technical and Functional model,7 GAP model,10 Performance-only model,4 The Three-Component model,13 PCP attributes model,11 Hierarchical model1 and FAIRSERV model2 have been studied and their features have been described. The description provides helpful directions to researchers and practitioners in developing and utilizing new industry-specific instruments.


Service quality, Service quality models, SMEs, SERVQUAL, SERVPERF, Hierarchical model, FAIRSERV, SERVDIV

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