A review of twenty years of SERVQUAL research

Abstract

Purpose

This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.

Design/methodology/approach

A range of studies that have applied the SERVQUAL scale in this 20‐year period are examined in a non‐exhaustive review of the literature. These studies are selected from well‐known databases – such as “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”.

Findings

The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service‐quality research.

Originality/value

The paper provides a useful source of information on SERVQUAL and its applications. In particular, the paper summarizes a selection of 30 applications of SERVQUAL.

Citation

Ladhari, R. (2009), "A review of twenty years of SERVQUAL research", International Journal of Quality and Service Sciences, Vol. 1 No. 2, pp. 172-198. https://doi.org/10.1108/17566690910971445