Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

Abstract

Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

“…There is a consensus among authors about the multidimensionality of service quality (Berry 1986;Grönroos 1982Grönroos , 1990Parasuraman et al 1985), but not about the exact nature and content of these dimensions (Brady and Cronin 2001). Lehtinen and Lehtinen (1982) discuss physical quality (which is acceptable in cases when the results of the service process are tangible, such as in architectural or restaurant services), interactive quality and corporate image in a similar manner as Grönroos (1982).…”

“…On the one hand, for services that assume intense customer participation and (typically) interaction with first-line employees, service quality is assessed in the process of providing services (Brady and Cronin 2001;Firdaus 2006;Lehtinen and Lehtinen 1982). For example, Sandada and Matibri (2016) used a modified service quality model for airline services and evaluated only dimensions directly related to the service process (tangible elements of the trip and employee attitudes).…”

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

“…Similarly, Lai and Chen (2011) also detected that users of the Mass Rapid Transit System in Kaohsiung place importance on the physical environment such as conditions at terminals and stops, and vehicle and facility cleanliness. Supporting this, Brady and Cronin Jr. (2001) also discovered that tangibles influence service quality. Based on this, the hypothesis formulated is as follows:…”

Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

“…Service that is delivered must have a good quality, service quality is general assessment of a person to the excellence services provided by comparing expectations and reality [7][8][9]. The dimension used to measure service quality are interaction quality, physical environment quality, and outcome quality [10].…”