Service quality measurement instruments and their efficacy in evaluation of perceived value, customer satisfaction and loyalty: an integrative review

Abstract

Service quality measurement has been used   to assess customer perception of service and customer satisfaction   through various scales which   have been developed, refined,and reassessed inthe context of various services. SERVQUAL and SERVPERF have emerged as favourite instruments for various researchers in the context of service industries but services being exchanged for services argument, evolving by   service dominant logic researchers has brought goods dominant industries also in the ambit of service quality measurement.