SERVQUAL: A LITERATURE REVIEW

Abstract

In order to satisfy client wants and succeed in a competitive market, all service businesses, including banks, hotels, hospitals, etc., must offer excellent services, therefore understanding the specific SERVQUAL dimensions is essential. SERVQUAL is the term for the client's overall evaluation of the service's qualities providers made by contrasting their expectations with actual results. Customers' perceptions of SERVQUAL are based on five SERVQUAL dimensions, which are as follows: Empathy is the ability to care for and individually attend to clients. Reliability is the ability to consistently and precisely provide the service that was promised. Response is the readiness to help clients and deliver fast service; assurance is the expertise, politeness, and capacity of staff to inspire confidence. and material things, such as tools, people, physical infrastructure, and written information. Numerous SERVQUAL model benefits and limitations were discovered as a result of this investigation. The study not only offers insights into SERVQUAL, but also future actions for
evaluating the service quality.