Litelature Review

Litelature Review

Kajian kualitas pelayanan sudah menarik perhatian peneliti sejak tahun 1990-an karena dianggap dapat meningkatkan kinerja perusahaan secara umum. Saat ini, kualitas pelayanan sudah menjadi topik utama di bidang marketing. Beberapa paper yang dapat dijadikan rujukan untuk penelitian dengan tema kualitas pelayanan “service quality” berikut ini diindex berdasarkan popularitas paper (jumlah citation) dan tahun terbit.

PAPER POPULER

Service Quality: The Six Criteria Of Good Perceived Service
Gronroos, Christian. Review of Business9.3 (Winter 1988): 10.

Linking Service Quality, Customer Satisfaction, And Behavio
Woodside, Arch G; Frey, Lisa L; Daly, Robert Timothy. Journal of Health Care Marketing9.4 (Dec 1989): 5.

Consumer Perceptions Of Service Quality: An Assessment Of T
Carman, James M. Journal of Retailing66.1 (Spring 1990): 33.

Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, Lawrence A; Evans, Kenneth R; Cowles, Deborah. Journal of Marketing54.3 (Jul 1990): 68.

Five Imperatives for Improving Service Quality
Berry, Leonard L; Zeithaml, Valarie A; Parasuraman, A. Sloan Management Review31.4 (Summer 1990): 29-38.

Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences
Tornow, Walter W; Wiley, Jack W. HR. Human Resource Planning14.2 (1991): 105.

Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model: [1]
Parasuraman, A; Berry, Leonard L; Zeithaml, Valarie A. Human Resource Management (1986-1998)30.3 (Fall 1991): 335-364.

Measuring Service Quality: A Reexamination and Extension
Cronin, J Joseph, Jr; Taylor, Steven A. Journal of Marketing56.3 (Jul 1992): 55.

Estimating zones of tolerance in perceived service quality and perceived service value
Liljander, Veronica; Strandvik, Tore. International Journal of Service Industry Management4.2 (1993): 6.

Psychographic and lifestyle antecedents of service quality expectations: A segmentation approach
Thompson, Ann Marie; Kaminski, Peter F. The Journal of Services Marketing7.4 (1993): 53.

A dynamic process model of service quality: From expectations to behavioral intentions
Boulding, William; Kalra, Ajay; Staelin, Richard; Zeithaml, Valarie A. JMR, Journal of Marketing Research30.1 (Feb 1993): 7.

Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
Parasuraman, A; Zeithaml, Valarie A; Berry, Leonard L. Journal of Marketing58.1 (Jan 1994): 111.

Expectations as a comparison standard in measuring service quality: An assessment of a reassessment
Teas, R Kenneth. Journal of Marketing58.1 (Jan 1994): 132.

Measuring service quality in local government: The SERVQUAL approach
Donnelly, Mike; Wisniewski, Mik; Dalrymple, John F; Curry, Adrienne C. The International Journal of Public Sector Management8.7 (1995): 15.

The determinants of service quality: Satisfiers and dissatisfiers
Johnston, Robert. International Journal of Service Industry Management6.5 (1995): 53.

DINESERV: A tool for measuring service quality in restauran
Stevens, Pete; Knutson, Bonnie; Patton, Mark. Cornell Hotel and Restaurant Administration Quarterly36.2 (Apr 1995): 56.

Strategic determinants of service quality and performance: Evidence from the banking industry
Roth, Aleda V; Jackson, William E, III. Management Science41.11 (Nov 1995): 1720.

The behavioral consequences of service quality
Zeithaml, Valarie A; Berry, Leonard L; Parasuraman, A. Journal of Marketing60.2 (Apr 1996): 31.

 

TAHUN 2001 – 2010 (diurutkan berdasarkana tahun dan popularitas)

Patients’ and personnel’s perceptions of service quality and patient satisfaction in nuclear medicine
De Man, Stefanie; Gemmel, Paul; Vlerick, Peter; Peter Van Rijk; Dierckx, Rudi. European Journal of Nuclear Medicine and Molecular Imaging29.9 (Sep 2002): 1109-17.

Interactive service quality in service encounters: empirical illustration and models
Svensson, Goran. Managing Service Quality14.4 (2004): 278-287.

Customers’ perceptions of online retailing service quality and their satisfaction
Jun, Minjoon; Yang, Zhilin; Kim, DaeSoo. The International Journal of Quality & Reliability Management21.8 (2004): 817-840.

Service Quality and Benchmarking the Performance of Municipal Services
Folz, David H. Public Administration Review64.2 (Mar/Apr 2004): 209-220.

Service quality measurements in ports of a developing economy: Nigerian ports survey
Chinonye Ugboma, Callistus Ibe; Ogwude, Innocent C. Managing Service Quality14.6 (2004): 487-495.

Management of service quality–differences in values, practices and outcomes
Lagrosen, Stefan; Lagrossen, Yvonne. Managing Service Quality13.5 (2003): 370-381.

Service quality dimensions: an examination of Gronroos’s service quality model
Gi-Du Kang; James, Jeffrey. Managing Service Quality14.4 (2004): 266-277.

A strategic service quality approach using analytic hierarchy process
Clare Chua Chow; Luk, Peter. Managing Service Quality15.3 (2005): 278-289

Service quality as an important dimension of brand equity in Swiss services industries
Bamert, Thomas; Wehrli, Hans Peter. Managing Service Quality15.2 (2005): 132-141.

Julia E. Blose, William B. Tankersley, (2004) “Linking dimensions of service quality to organizational outcomes”, Managing Service Quality, Vol. 14 Iss: 1, pp.75 – 89

Irene Daskalopoulou, Anastasia Petrou, (2005) “Service quality and store performance: some evidence from Greece”, Managing Service Quality, Vol. 15 Iss: 1, pp.24 – 40

Rayka Presbury, Anneke Fitzgerald, Ross Chapman, (2005) “Impediments to improvements in service quality in luxury hotels”, Managing Service Quality, Vol. 15 Iss: 4, pp.357 – 373

Boo Ho Voon, (2006) “Linking a service-driven market orientation to service quality”, Managing Service Quality, Vol. 16 Iss: 6, pp.595 – 619

Rhett H. Walker, Lester W. Johnson, Sean Leonard, (2006) “Re-thinking the conceptualization of customer value and service quality within the service-profit chain”, Managing Service Quality, Vol. 16 Iss: 1, pp.23 – 36

Anna-Karin Jonsson Kvist, Bengt Klefsjö, (2006) “Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location”, Managing Service Quality, Vol. 16 Iss: 5, pp.520 – 537

Understanding Service Quality And Relationship Quality In Is Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, And The Task-Technology-Structure Fit

Chakrabarty, Subrata; Whitten, Dwayne; Green, Ken. The Journal of Computer Information Systems48.2 (Winter 2007/2008): 1-15.

A customized measure of service quality in the UAE
Jabnoun, Naceur; Khalifa, Azaddin. Managing Service Quality15.4 (2005): 374-388.

Transformational leadership and service quality in UAE hospitals
Jabnoun, Naceur; Aisha Juma A L Rasasi. Managing Service Quality15.1 (2005): 70-81.

Bank service quality: evidence from five Balkan countries
Glaveli, Niki; Petridou, Eugenia; Liassides, Chris; Spathis, Charalambos. Managing Service Quality, suppl. Global trends and challenges in services16.4 (2006): 380-394.

The hierarchical structure of service quality: integration of technical and functional quality
Gi-Du Kang. Managing Service Quality16.1 (2006): 37-50.

Service Quality: A Case Study of a Bank
Najjar, Lotfollah; Bishu, Ram R. The Quality Management Journal13.3 (2006): 35-44.

Effects of service quality dimensions on behavioural purchase intentions: A study in public-sector transport
Manuel Sánchez Pérez; Juan Carlos Gázquez Abad; Gema María Marín Carrillo; Raquel Sánchez Fernández. Managing Service Quality17.2 (2007): 134-151.

An exploratory study of service quality in the Malaysian public service sector
Agus, Arawati; Barker, Sunita; Kandampully, Jay. The International Journal of Quality & Reliability Management24.2 (2007): 177-190.

Riadh Ladhari, (2008) “Alternative measures of service quality: a review”, Managing Service Quality, Vol. 18 Iss: 1, pp.65 – 86

Ching-Piao Chen, Wei-Jaw Deng, Yi-Chan Chung, Chih-Hung Tsai, (2008) “A Study of General Reducing Criteria of Customer-Oriented Perceived Gap for Hotel Service Quality”, Asian Journal on Quality, Vol. 9 Iss: 1, pp.113 – 133

Riadh Ladhari, (2009) “Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry”, Managing Service Quality, Vol. 19 Iss: 3, pp.308 – 331

Nancy Bouranta, Leonidas Chitiris, John Paravantis, (2009) “The relationship between internal and external service quality”, International Journal of Contemporary Hospitality Management, Vol. 21 Iss: 3, pp.275 – 293

Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand
Saha, Gour C; Theingi. Managing Service Quality19.3 (2009): 350-372.

Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants
Qin, Hong; Prybutok, Victor R. International Journal of Quality and Service Sciences1.1 (2009): 78-95.

Service quality in higher education – a review and research agenda
Sultan, Parves; Ho Yin Wong. International Journal of Quality and Service Sciences2.2 (2010): 259-272.

A. Parasuraman, (2010) “Service productivity, quality and innovation: Implications for service-design practice and research”, International Journal of Quality and Service Sciences, Vol. 2 Iss: 3, pp.277 – 286

Millissa F.Y. Cheung, W.M. To, (2010) “Management commitment to service quality and organizational outcomes”, Managing Service Quality, Vol. 20 Iss: 3, pp.259 – 272

Jari Juga, Jouni Juntunen, David B. Grant, (2010) “Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships”, Managing Service Quality, Vol. 20 Iss: 6, pp.496 – 510

Prabha Ramseook-Munhurrun, Perunjodi Naidoo, Pushpa Nundlall, (2010) “A proposed model for measuring service quality in secondary education”, International Journal of Quality and Service Sciences, Vol. 2 Iss: 3, pp.335 – 351 –

Prabha Ramseook-Munhurrun, Perunjodi Naidoo, Pushpa Nundlall, (2010) “A proposed model for measuring service quality in secondary education”, International Journal of Quality and Service Sciences, Vol. 2 Iss: 3, pp.335 – 351

 

PAPER TAHUN 2011 KE ATAS

Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators
Carlson, Jamie; O’Cass, Aron. Managing Service Quality21.3 (2011): 264-286.

Service quality models in banking: a review
Jaya Sangeetha; Mahalingam, S. International Journal of Islamic and Middle Eastern Finance and Management4.1 (2011): 83-103.

Linking the hierarchical service quality model to customer satisfaction and loyalty
Birgit Leisen Pollack. The Journal of Services Marketing23.1 (2009): 42-50.

Siew-Yong Lam, Voon-Hsien Lee, Keng-Boon Ooi, Kongkiti Phusavat, (2012) “A structural equation model of TQM, market orientation and service quality: Evidence from a developing nation”, Managing Service Quality, Vol. 22 Iss: 3, pp.281 – 309

Siew-Yong Lam, Voon-Hsien Lee, Keng-Boon Ooi, Kongkiti Phusavat, (2012) “A structural equation model of TQM, market orientation and service quality: Evidence from a developing nation”, Managing Service Quality, Vol. 22 Iss: 3, pp.281 – 309

Katerina Berezina, Cihan Cobanoglu, Brian L. Miller, Francis A. Kwansa, (2012) “The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word-of-mouth”, International Journal of Contemporary Hospitality Management, Vol. 24 Iss: 7, pp.991 – 1010

Chandana (Chandi) Jayawardena, David McMillan, David Pantin, Martin Taller, Paul Willie, (2013) “Trends in the international hotel industry”, Worldwide Hospitality and Tourism Themes, Vol. 5 Iss: 2, pp.151 – 163

Lewlyn L.R. Rodrigues, Gopalakrishna Barkur, K.V.M. Varambally, Farahnaz Golrooy Motlagh, (2011) “Comparison of SERVQUAL and SERVPERF metrics: an empirical study”, The TQM Journal, Vol. 23 Iss: 6, pp.629 – 643

Firdaus Abdullah, Rosita Suhaimi, Gluma Saban, Jamil Hamali, (2011) “Bank Service Quality (BSQ) Index: An indicator of service performance”, International Journal of Quality & Reliability Management, Vol. 28 Iss: 5, pp.542 – 555

 

Update Tanggal 20 April 2014

 

 

 

 

 

 

 

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