Resumo

PEREZ RAVE, Jorge  e  MUNOZ GIRALDO, Leandro. What can't be ignored in service quality evaluation: Application contexts, tools and factors. Rev.fac.ing.univ. Antioquia [online]. 2014, n.72, pp.145-160. ISSN 0120-6230.

This paper locates a Relevant Literary Space (RLS) about service quality evaluation, between 2006 and 2011, in order to characterise the following: service typologies, evaluation approaches, measurement models, reliability indexes, scales, quantitative techniques, factors (or quality dimensions) and likely variables affected by them. For this we use a systematic literature review methodology, taking the Scopus database to browse the research papers. The procedure was carried out through the plan-do-check-act cycle. The findings show that the e-service is the most studied typology; the hybrid models are the most used as well as the 7-point Likert scale and Cronbach's Coefficient Alpha (average value of 0.87). Also, the findings show that the majority of the research community applies Structural Equation Modeling. From a holistic interpretation, a general structure of service quality is proposed. This article offers findings about the application of reproducible methods, open-to- scrutiny, and free of inclusion/exclusion biases of studies.

Palavras-chave : Service quality; systematic review; state of the art.

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