Measurement of service quality: a systematic literature review

Abstract

Purpose - The purpose of this paper is to find the previous research in terms of how the field represented along a number of dimensions such as journal, year, country, university, author, research design, research methods etc.

Design/methodology/approach- A range of studies that have applied the service quality in this 12-year period are examined from the period of 2005 to 2016 in a non-exhaustive review of the literature searched containing the word “service quality in healthcare” in their title and in the phrases to provide a comprehensive listing of journal articles. Each of these articles was further reviewed and classified. These studies are selected from well-known database such as, “Emerald”, “Elsevier science direct”, “Taylor and Francis” and “Springer”.

Findings- The paper identifies and summarizes numerous theoretical and empirical criticisms of the service quality in healthcare. This paper finds the useful instrument in measuring service quality relates with methods employed in service quality in healthcare.

Originality/value- This paper provide useful source of information and examine 104 review article from 12 years of study and its application must relates to the theoretical and empirical research finding and adopted the five related existing reviews.