Service quality under the perspective of SERVQUAL and SERVPERF methods: a bibliometric study

• Main Authors: Luiz Felipe Vasconcelos de Faria, André Luís Policani Freitas, Manuel Antonio Molina-Palma
• Format: Article
• Language: English
• Published: Universidade Estadual Paulista 2015-09-01
• Series: GEPROS: Gestão da Produção, Operações e Sistemas
• Subjects: SERVQUAL; SERVPERF; Service quality; Bibliometric study
• Online Access: http://www.gepros.feb.unesp.br/index.php/gepros/article/view/1294/655

This work aims to analyze the articles published in the international literature on service quality focusing on the SERVQUAL and SERVPERF methodologies, taking into account the publications’ evolution over time, the main authors, the main journals, the most cited papers, and older papers. The study also aims to identify which method is most commonly used for assessing service quality: SERVQUAL or SERVPERF? The ProQuest scientific database was used to conduct the analysis. The results show an increasing number of publications, especially after 2009. SERVQUAL was seen to be the main method for assessing service quality. In addition, a selection of the main papers related to service quality is presented. The study proves to be important in providing a starting point for the bibliography on service quality for both methods.