A Critical Review of the Various Models of Service Quality and their Application in the Hotel Industry

Abstract

This paper has been prepared with the main motive of going through the various models of the service quality and their importance. Through the study various important dimensions of the service quality models have been revisited also. The further aim of the paper extends to identify issues for future research based on in-depth literature review. The paper has been worked out by focusing on the past available literature in respect of various service quality models and their application in various setups. Through the models a sequence has been developed as per their chronological order and what where the modifications that were made in each model with each passing phase. The review of the service quality models as propounded by various eminent researchers from time to time concluded that service quality is highly volatile term and changes or advances with every business setting, the situation in which it is used and the nature of the service provider and off course the user as well. Service quality as an evaluative approach is the gap that arises between the expectations and perceptions of the customers, about the services consumed by them. The dynamic nature of the service quality exhibits that it changes with every factor like time, frequency in the number of encounters, competitive environment and off course the usage rate. The research has been carried out in light of the available literature and it fails to address the empirical evidence for the same.

Keywords: Service, Service Quality, Customers, Satisfaction, Perceptions, Expectations

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