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Customer satisfaction in tourism and hospitality industry is a major academic research area in the recent years. Researchers proposed several modifications to SERVQUAL model proposed by Parasuraman, Zeithaml and Berry in 1983 which measured customer satisfaction in different service industries.This model is used worldwide to measure the satisfaction of customers and perceptions on services and customers’ expectations in hospitality industries and other industries.The current study examines the literature review on the modifications to SERVQUAL model from 1985 to July 2019. It aims to identify the improvements in the SERVQUAL model and its application in service industry.

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Bharadwaj, R., & Dr.Shyju P.J. (2019). A Systematic Literature Review on Servqual From 1985 To 2019. Restaurant Business, 118(12), 609-637. Retrieved from