Journal of Marketing Management

A Review on Dimensions of Service Quality Models
Emel Kursunluoglu Yarimoglu

Abstract
The techniques of measuring service quality and service quality dimensions have become a major area in marketing literature during the past few decades. Since the increasing importance of services, scholars and practitioners have been operating on the quality of services delivered. This study focused on the service quality models. The methodology of this study was to review the existing service quality models in chronologic order. In discussion part, the dimensions of the models were examined and three main groups that consist of service quality dimensions were obtained. They were associated with the three elements of services marketing mix (7P) such as physical environment, people, and process. It was advised that practitioners should pay attention the services marketing tools and 7P to increase the quality of their services offered. The limitation of this study was that the existing service quality models which have been developed until 2000s were reviewed since e-services practices have started to increase and e-service quality models have just begun to evolve in these years.

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