Abstract

PEREZ-RAVE, Jorge Iván  and  MUNOZ-GIRALDO, Leandro. Relevant Literary Space about Service Quality Evaluation: Countries where the Studies are Performed, Analytical Methods, Reliability Assessments, Hypothesis and Future Research. Ing. invest. y tecnol. [online]. 2014, vol.15, n.3, pp.479-492. ISSN 2594-0732.

This paper aims to explore the current thinking about service quality study, including five variables. We used the methodology of Systematic Literature Review in Engineering (RSLI) (steps: identifying, describing, deepening and publishing). After the first selection of documents based on the delimitation map, the final quality control consisted in checking 257 documents (90.3% exceeded the inclusion criteria). According to the representativeness analysis, on the Relevant Literary Space, (ELR) the top 50 were chosen, which represented 4.2% of the population (1,019 documents) and consolidated 44.7% of the citations issued to the subject. China is the country with the largest presence in the ELR as well as Structural Equation Models; the Alpha Cronbach is the most used reliability index with a mean value of 0.87, being higher compared to the traditional acceptance value (0.7). In most accepted hypotheses there are proved relationships among variables/constructs: quality, satisfaction, perceived value, and behavioural intentions. It identifies six categories of future research, two of them are to expand the scope of research to other contexts and deepen relations between variables/constructs.

Keywords : systematic literature review in engineering; RSLI; systematic review; state of art; service quality.