期刊名称：International Journal of Contemporary Business Studies
电子版ISSN：2156-7506
出版年度：2012
卷号：3
期号：4
页码：51
出版社：Academy of Knowledge Process
摘要：The main purpose for this review of literature is to configure the importance of maintaining Service quality in Higher Education industry. The paper would explore the development of the concept of Service Quality. It would also explain the development of Service Quality Measurement Models with respect to the literature as well as their application in various industries and especially the higher education industry. Thus the review paper provides a clear insight on the development of Service Quality Measurement Models. Although a lot of research has been done on the Service Quality; yet the struggle to rightly unfold the concept is still under progress. From 1988 to 2008, eight Service Quality Measurement Models have been developed. In 1988, the first service quality measurement model was developed by Parasuraman, et al. It was introduced by the name of Service Quality (SERVQUAL). This model was empirically tested on the validity of Service Quality Measurement Variable with respect to the multi-industries. Eventually Parasuraman, et al. (1988, p.23) developed five dimensions which were showing significance to the measurement of service quality, namely ‘(a) Tangibles (physical facilities and equipment), (b) Reliability (performing the promised service), (c) Responsiveness (willingness to help customers), (d) Assurance (courtesy of employees to convey trust) and (d) Empathy (individualized attention provided to customers)’
