Service Quality Management: A Literature Reviews

THORAT GANESH AMBADAS; Pagare Santosh Ram

doi:10.36948/ijfmr.2024.v06i02.16957

Service Quality Management: A Literature Reviews

Author(s)	THORAT GANESH AMBADAS, Pagare Santosh Ram
Country	India
Abstract	Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.
Keywords	Service Quality, CRM, Dimensions of service quality, Servqual, customer satisfaction.
Field	Business Administration
Published In	Volume 6, Issue 2, March-April 2024
Published On	2024-04-14
Cite This	Service Quality Management: A Literature Reviews - THORAT GANESH AMBADAS, Pagare Santosh Ram - IJFMR Volume 6, Issue 2, March-April 2024. DOI 10.36948/ijfmr.2024.v06i02.16957
DOI	https://doi.org/10.36948/ijfmr.2024.v06i02.16957
Short DOI	https://doi.org/gtqxth

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International Journal For Multidisciplinary Research

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Service Quality Management: A Literature Reviews

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