Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013

Abstract

While many past studies focus on service quality research, especially using the “SERVQUAL”, little is known about the mechanics of this model. Motivated by the need to gauge the contribution of the SERVQUAL model, this study reviews 367 SSCI and SCI articles that are related to the SERVQUAL model from 1998 to 2013. We identify key factors and conduct a survey to search for related articles in the Institute for Scientific Information (ISI) Web of Science (WOS) database. Research contributions are measured, ranked, and presented based on quantity and quality metrics. The trends of SERVQUAL model research from our results are discussed. This study shows that the SERVQUAL model was one of the hot research topics by academic re-searchers and significantly contributed to service quality research.

Keywords

• SERVQUAL model
• service quality
• quality research
• research contribution