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: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universidad de Antioquia
2014-08-01
|
| Series: | Revista Facultad de Ingeniería Universidad de Antioquia |
| Subjects: | |
| Online Access: | https://revistas.udea.edu.co/index.php/ingenieria/article/view/13711 |
| _version_ | 1797861760112263168 |
|---|---|
| author | Jorge Iván Pérez Leandro Muñoz Giraldo |
| author_facet | Jorge Iván Pérez Leandro Muñoz Giraldo |
| author_sort | Jorge Iván Pérez |
| collection | DOAJ |
| description |
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.
|
| first_indexed | 2024-04-09T22:08:18Z |
| format | Article |
| id | doaj.art-6a5290d1f8dd44578d4495cc7e41fe61 |
| institution | Directory Open Access Journal |
| issn | 0120-6230 2422-2844 |
| language | English |
| last_indexed | 2024-04-09T22:08:18Z |
| publishDate | 2014-08-01 |
| publisher | Universidad de Antioquia |
| record_format | Article |
| series | Revista Facultad de Ingeniería Universidad de Antioquia |
| spelling | doaj.art-6a5290d1f8dd44578d4495cc7e41fe612023-03-23T12:31:51ZengUniversidad de AntioquiaRevista Facultad de Ingeniería Universidad de Antioquia0120-62302422-28442014-08-017210.17533/udea.redin.13711What can’t be ignored in service quality evaluation: Application contexts, tools and factorsJorge Iván Pérez0Leandro Muñoz Giraldo1University of AntioquiaUniversity of Antioquia 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. https://revistas.udea.edu.co/index.php/ingenieria/article/view/13711systematic reviewstate of the artservice quality |
| spellingShingle | Jorge Iván Pérez Leandro Muñoz Giraldo What can’t be ignored in service quality evaluation: Application contexts, tools and factors Revista Facultad de Ingeniería Universidad de Antioquia systematic review state of the art service quality |
| title | What can’t be ignored in service quality evaluation: Application contexts, tools and factors |
| title_full | What can’t be ignored in service quality evaluation: Application contexts, tools and factors |
| title_fullStr | What can’t be ignored in service quality evaluation: Application contexts, tools and factors |
| title_full_unstemmed | What can’t be ignored in service quality evaluation: Application contexts, tools and factors |
| title_short | What can’t be ignored in service quality evaluation: Application contexts, tools and factors |
| title_sort | what can t be ignored in service quality evaluation application contexts tools and factors |
| topic | systematic review state of the art service quality |
| url | https://revistas.udea.edu.co/index.php/ingenieria/article/view/13711 |
| work_keys_str_mv | AT jorgeivanperez whatcantbeignoredinservicequalityevaluationapplicationcontextstoolsandfactors AT leandromunozgiraldo whatcantbeignoredinservicequalityevaluationapplicationcontextstoolsandfactors |