文献类型：期刊文献

英文题名：A review on quality of service and servqual model

作者：Shi, Zhengyu[1]; Shang, Huifang[1]

机构：[1] School of Art Design and Media, East China University of Science and Technology, Shanghai, 200237, China

年份：2020

卷号：12204 LNCS

起止页码：188

外文期刊名：Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

收录：EI(收录号：20203109000362)

语种：英文

外文关键词：Decision support systems - Commerce - Competition - Decision theory - Developing countries - Marketing - Telecommunication services - Quality control

摘要：In field of service design, the research and application of service quality plays an important role in the development and competition of enterprises by establishing brand image and generating market effect. Therefore, experts in management and marketing have studied it and found that the quality of service in the industry has a great impact on consumer satisfaction, consumer experience and brand loyalty. Based on the research and development of the concept of service quality, PZB, a famous American marketing expert team, established SERVQUAL (SQ) model through the test of retail cases, and constantly revised and improved it, which was applied to multiple service industries. Through literature review, this paper analyzes the application of SERVQUAL model in China and abroad, mainly involving retail industry, medical service industry, e-commerce industry, tourism service industry and other service fields. The study found that SERVQUAL model plays a guiding role in evaluating the management of emerging enterprises, consumers’ preference for services, and resource allocation of service industries in developing countries. In addition, this paper compares the application of SERVQUAL (SQ) model and its derivative SERVPERF (SP) model in the service field, and finds that SP model is mainly a result-oriented quality of service study, while SERVQUAL model is mainly a result-oriented quality of service study based on process dynamic change. In the multi-field studies, it is found that SERVQUAL model, as a common basic model, combines the Fuzzy theory, Functional quality deployment and Kano model to comprehensively evaluate the service quality in the application field and provide decision support for enterprise development. Finally, this article discusses and summarizes the study of service quality, revises and improves the research model, and looks forward and proposes future service quality studies to provide more market and social value to service industry. ? Springer Nature Switzerland AG 2020.