Service Quality-a Literature Review

Maddula Venkata Subrahmanya Sri Rama Gupta; Nallamilli UDAYA BHASKER

Service Quality-a Literature Review

Author(s)	Mr. Maddula Venkata Subrahmanya Sri Rama Gupta, Prof. Dr. Nallamilli UDAYA BHASKER
Country	India
Abstract	In the current competitive business world quality has become one of the key factors in determining organizational success. This is because organizations have come to understand that the provision of high quality services leads to increased customer satisfaction, better customer loyalty, an increased repurchase intention and a sustainable competitive advantage. This systematic literature review aims to summarize the existing studies on service quality in various industries, especially in automobile after-sales service. The review was carried out based on the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach using peer-reviewed journal articles published from 1985 to 2025. The studies were retrieved from major academic databases such as: Scopus, Web of Science, Science Direct, Emerald Insight, Springer Link, Taylor & Francis, Wiley Online Library and Google Scholar. The review concludes that the SERVQUAL dimensions of tangibility, reliability, responsiveness, assurance and empathy continue to be the most important tools to measure service quality. Recent studies have further developed this framework by including the dimension of service recovery, the dimension of digital service quality, the dimension of technical quality, the dimension of service fairness, the dimension of customer experience, the dimension of trust, the dimension of perceived value and the dimension of customer engagement. The results show that the service quality positively and significantly affects customer satisfaction, which further positively impacts customer loyalty, customer retention, WOM and repurchase intention. In the automotive sector, after-sales service has proven to be a key element in customer satisfaction and retention. The review also pinpoints gaps in research in digital transformation, comparative geographical research, longitudinal research, and advanced analytical methods, including Structural Equation Modeling. The results are important theoretically and practically for researchers, practitioners and policy makers in the service sector who are interested in enhancing the quality of services across service industries.
Keywords	Service Quality; Literature Review etc.
Field	Business Administration
Published In	Volume 8, Issue 5, September-October 2026
Published On	2026-09-09

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International Journal For Multidisciplinary Research

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Service Quality-a Literature Review

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