Service quality: implications for management development

Abstract

Examines the relationship between perceived service quality and five dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) identified by Parasuraman for the three types of service (pure service, mixed service and quasi‐manufacturing service) identified in Chase and Tansik’s model. The least squares regression reveals that the reliability dimension is statistically significant for all three types of services. Tangibles is the critical dimension for mixed services while empathy is important for quasi‐manufacturing services. Also provides directions for training and management development efforts for improving the critical dimensions by using focus groups.

Citation

Gupta, A. and Chen, I. (1995), "Service quality: implications for management development", International Journal of Quality & Reliability Management, Vol. 12 No. 7, pp. 28-35. https://doi.org/10.1108/02656719510093538