IMPORTANCE OF MEASURING SERVICE QUALITY IN THE SERVICE INDUSTRY
Keywords:
models, service industry, customers, loyalty, quality
Abstract
Measuring service quality is essential for ensuring greater customer satisfaction as well as sustainable competitiveness in service industries. This research examines methodologies for assessing service quality and their essential role in driving customer satisfaction and loyalty, with a focus on their practical application in service industries. Also, the application of various methods and tools for assessing service quality has highlighted the importance of measuring service quality, due to customer retention, operational efficiency and overall profitability. The research highlighted the impact of measuring service quality by building customer loyalty, improving employee performance, and achieving long-term business success
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Brady, M. K. & Cronin, J. (2001). Some thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
Churchill, N.C. & Lewis, V.L. (1983). The five stages of small business growth. Harvard Business Review, 61(3), 30-50.
Four effective ways to increase customer satisfaction. March 10, 2025.
https://merchants.ubereats.com/ie/en/resources/articles/4-effective-ways-to-increase-customer-satisfaction/
Ghobadian, A., Speller, S. & Jones, M. (1994). Service Quality: Concepts and Models, International Journal of Quality & Reliability Management, 11(9), 43-66.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journalof Marketing, 18(4), 36-44.
How Netflix uses Data Analytics: A Case Study. March 10, 2025.
https://plainenglish.io/blog/how-netflix-uses-data-analytics-data-science-general-research-case-study-4d525b881038
How Walmart’s customer-first philosophy benefits Marketplace sellers. March 20, 2025.
https://marketplace.walmart.com/walmarts-customer-first-philosophy/
Marinković, V. & Senic, V. (2012). Analiza elemenata kvaliteta usluga u korporativnom bankarstvu. Ekonomski horizonti, 4(1), 13-22.
Marriott International Service Quality. March 20, 2025.
https://sharpencx.com/marriott-customer-experience-strategy/
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Quality Improvement and Management. March 10, 2025.
https://www.coursera.org/learn/quality-improvement-and-management
Shahin, A. (2006). SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services. Fourth International conference on Quality Management. Retrieved March 12, 2025.
http://www.qmconf.com/Docs/oo77
Published
2025-05-29
Section
Articles
