Citation:

Munjiati Munawaroh. "A Conceptual Review of Service Quality Development" International Research Journal of Economics and Management Studies, Vol. 4, No. 3, pp. 68-70, 2025.

Abstract:

Annual growth in the service industry has increased rivalry among service providers. Businesses must offer excellent services. Some services are intangible and harder to quantify than goods. Companies must understand customer service excellence. Service quality dimensions exist among scholars. Serviqual, developed by Parasuraman et al., is the most widely used service quality model. It includes reliability, responsiveness, assurance, empathy, and tangibles. Companies switch from traditional to electronic services as technology advances. Electronic service quality dimensions have been proposed by scholars. Scholars have studied how different sectors use electronic service quality. Research has shown that electronic service quality is used in e-banking, e-government, e-learning, e-commerce, e-health, and e-transportation.

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Keywords:

Service quality, Electronic service quality, Quality development, Customer Perception.