Servqual

SERVQUAL is used for measuring service quality in ten different dimensions. SERVQUAL is a quality management framework that can be used by service organisations to improve service quality.

Additional reading
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. “Servqual.” Journal of retailing 64.1 (1988): 12-40.

Ladhari, Riadh. “A review of twenty years of SERVQUAL research.” International Journal of Quality and Service Sciences 1.2 (2009): 172-198.