TY  - JOUR
AB  - Briefly describes five current debates in the service quality
literature. One debate, of importance to operations academics and
managers, is the identification of the determinants of service quality.
Seeks to investigate whether there are some quality determinants that
are predominantly satisfiers and others that are predominantly
dissatisfiers. The analysis is based on 579 anecdotes, from personal
account customers of a major UK bank, collected using the critical
incident technique. The study′s main findings are that the predominantly
satisfying determinants are attentiveness, responsiveness, care and
friendliness; and the dissatisfiers are integrity, reliability,
responsiveness, availability and functionality. Responsiveness is
identified as a crucial determinant of quality as it is a frequent
source of satisfaction, and the lack of it is a major source of
dissatisfaction. Contrary to the existing literature, shows that the
causes of dissatisfaction are not necessarily the obverse of the causes
of satisfaction and, furthermore, that reliability is predominantly a
source of dissatisfaction not satisfaction.
VL  - 6
IS  - 5
SN  - 0956-4233
DO  - 10.1108/09564239510101536
UR  - https://doi.org/10.1108/09564239510101536
AU  - Johnston Robert
PY  - 1995
Y1  - 1995/01/01
TI  - The determinants of service quality: satisfiers and dissatisfiers
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 53
EP  - 71
Y2  - 2024/04/25
ER  -