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Beyond SERVQUAL: A paradigm shift

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dc.citedby8
dc.contributor.authorAl-Allak B.A.en_US
dc.contributor.authorBekhet H.A.en_US
dc.contributor.authorid15844888600en_US
dc.contributor.authorid37100908800en_US
dc.date.accessioned2023-12-28T07:05:42Z
dc.date.available2023-12-28T07:05:42Z
dc.date.issued2011
dc.description.abstractThe current exploratory study reviews the most widely used service quality models such as SERVQUAL, SERVPERF, and the Human-Societal Element (HSE) model, and presents a critique of each of them by relying on various empirical studies that have proven beyond any doubt the inability of such models to ensure the proper measurement of service quality in various and/ or specific service settings. It is evident that the orthodox SURVQUAL model is fraught with numerous shortcomings and operational flaws, major among them is its inapplicability to all cases, countries, services, ethnicities, etc. Modified service quality models have been developed in an attempt to fill the deficiency gaps of the SERVQUAL model. Yet these modified models have also fallen short of reflecting the real service quality dimensions impacting customer's satisfaction. The current study suggests a number of solutions that may lead to the development of a model/ models that enjoy a certain degree of consistency and universality. The implications of such developments are highlighted, and suggestions for future research are presented. Light is also shed on the limitations of the current study.en_US
dc.description.natureFinalen_US
dc.identifier.epage134
dc.identifier.issue7
dc.identifier.scopus2-s2.0-79960514542
dc.identifier.spage129
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-79960514542&partnerID=40&md5=48448cebe0a640e0375e44617aa97733
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/29578
dc.identifier.volume5
dc.pagecount5
dc.sourceScopus
dc.sourcetitleAustralian Journal of Basic and Applied Sciences
dc.subjectCustomer satisfaction
dc.subjectHuman-societal element (HSE)
dc.subjectService quality dimensions
dc.subjectSERVPERF
dc.subjectSERVQUAL
dc.titleBeyond SERVQUAL: A paradigm shiften_US
dc.typeReviewen_US
dspace.entity.typePublication
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