Ingénierie et gestion industrielles

Study Based on Servqual Dimensions in Service Industry - A Literature Review

Abstract

Jubin Jacob Mathew and Lakshmi Jagannathan

Information technology sector as we know is the fastest growing sectors in the world today. India is seeing a growth of nine percent. This emerging shift in Indian IT industry can be accounted to many factors such as the growth of Indian economy, the change in consumer’s attitude, the increase in per capita income and overall household income, and the influence of western culture, being a few of them. In today’s world organizations are improving the quality of services to maximize the profits by increasing the customer satisfaction through information technology. Organizations identify top service providers who can identify gaps in market and improve service provision and help them retain their customers. This paper is a review of few journals related to the use of SERVQUAL dimensions in information technology to improve service quality. Around 5 journal articles are closely reviewed related to service industry for the study. This study is to find out the methodology used in these journals related to IT. We are also interested to find out which dimensions of service quality have the greatest potential for improvement. These journals are analyzed which are published during the years from 2009-2014. This is because of service quality improvements and the latest research methodology used for information technology. SERVQUAL dimensions used in the service industry are studied which involves customer expected service and their perceptions. The objective of this literature review would be to investigate the Service quality research by examining and listing various factors of SERVQUAL dimensions mentioned in various journals study conducted in various countries and published in various types of journals over the past decade. Another objective would be to analyze the variables of these articles by year and type of journals to determine the various trends and to help researchers identify future directions of research in service quality. The review would help scholars and other practitioners in bringing new idea and improve the service quality. The findings from literature would include deep analysis in service quality dimensions by categorizing the customer perceived service quality and information service quality. Measurement using SERVQUAL and its numerous studies are discussed in this paper.