C/OM/60. Service Quality Measurement

The paper reviews academic literature on the service quality measurement analysing various models and techniques, i.e. 'gap analysis', factor analysis, regression, etc. The study is based on quantitative and qualitative data obtained from secondary sources using library and scholarly journals. The paper reveals that service quality and customer satisfaction as two distinct phenomena which may be related. Both are important as the world economy increasingly relies on service sector for its growth. Due to the inherent subjectivity of service quality perception more studies are encouraged as a direction for future research into this topic.