Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units.

The present paper attempts to review 28 popular service quality models in the light of ever changing industrial scenario and analyze them for suitability/need for modifications in the context of small-medium manufacturing units. The study is of immense importance as it provides clear-cut information about the sequential evolution of various service quality measurement models bearing relevance to the manufacturing sector. The review of 28 service quality models evolved from 1984 to 2017 coupled with focus group discussion with academicians, industry professionals and SME consultants revealed that PZB's SERVQUAL model (using perception scale only) in conjunction with Carr's FAIRSERV model will be a befitting yardstick for evaluating service quality at various echelons in the supply chains of manufacturing units under study. The paper also provides a valuable insight into service quality measurement in a previously ignored sector--small and medium manufacturing units--and offers directions for future research. [ABSTRACT FROM AUTHOR]