This paper presents a literature review on service quality evaluation. This review is an analytical, thematic, historical, and bibliographical work. It describes the main concepts and models on measuring external quality service proposed by the literature. After presenting the models, a comparison among them is carried out with regard to their main characteristics, conclusions of each one as well as the application areas of the models (types of services). The paper concludes that there is no literature consensus to be the most appropriate model for quality service measurement. Besides, there are still issues to be dealt with such as the relationship between service quality and satisfaction, the influence of price on customer satisfaction, and the use of quality service assessment models for measuring internal quality service.
Service quality; quality dimensions; SERVPERF; SERVQUAL
