Various Models to Evaluate Quality in the Service Industry
Service quality has turned out to be the most important topic of consideration to academicians and practitioners. It has been proven that the influence of service quality on business performance, cost leadership, customer satisfaction, customer loyalty, and profitability. The accomplishment of quality in services has turned out to be a vital concern of all services organisations. Quality in services is mainly undefined and becomes the crucial issue. Increased competition and knowledge of customer satisfaction made the service organisations use new service parameters and implement quality management tools as competitive advantage. Service quality is hard to evaluate, as it is subjective in nature. Many researchers did explore and confirm the dimensions of service quality. This study focuses on various studies of service quality conducted by earlier researchers in an array of industries. The chapter details the development of service quality theory and different models hypothesised to measure service quality.