Service quality dimensions: an examination of Grönroos’s service quality model

Abstract

Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.

Citation

Kang, G. and James, J. (2004), "Service quality dimensions: an examination of Grönroos’s service quality model", Managing Service Quality: An International Journal, Vol. 14 No. 4, pp. 266-277. https://doi.org/10.1108/09604520410546806