What can’t be ignored in service quality evaluation: Application contexts, tools and factors
This paper locates a Relevant Literary Space (RLS) about service quality evaluation, between 2006 and 2011, in order to characterise the following: service typologies, evaluation approaches, measurement models, reliability indexes, scales, quantitative techniques, facto...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universidad de Antioquia
2014-08-01
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| Series: | Revista Facultad de Ingeniería Universidad de Antioquia |
| Subjects: | |
| Online Access: | https://revistas.udea.edu.co/index.php/ingenieria/article/view/13711 |
| Summary: | This paper locates a Relevant Literary Space (RLS) about service quality evaluation, between 2006 and 2011, in order to characterise the following: service typologies, evaluation approaches, measurement models, reliability indexes, scales, quantitative techniques, factors (or quality dimensions) and likely variables affected by them. For this we use a systematic literature review methodology, taking the Scopus database to browse the research papers. The procedure was carried out through the plan-do-check-act cycle. The findings show that the e-service is the most studied typology; the hybrid models are the most used as well as the 7-point Likert scale and Cronbach’s Coefficient Alpha (average value of 0.87). Also, the findings show that the majority of the research community applies Structural Equation Modeling. From a holistic interpretation, a general structure of service quality is proposed. This article offers findings about the application of reproducible methods, open-to-scrutiny, and free of inclusion/exclusion biases of studies.
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| ISSN: | 0120-6230 2422-2844 |