TY  - JOUR
AB  - Purpose– To extend understanding of service quality by empirically examining the conceptualisation of service quality (both technical and functional).Design/methodology/approach– Because the popular service‐quality instrument, SERVQUAL, concentrates on functional quality, a model incorporating both technical quality and functional quality is employed here. Structural equation modeling (SEM) is utilised to examine empirically a two‐components model of service quality.Findings– A two‐component model yields better fit than a model concentrating on functional quality alone (such as SERVQUAL).Research limitations/implications– Because the present study tests the model using a single service industry, an exhaustive description of technical quality could not be provided. This could be overcome in future studies by employing multiple service industries.Practical implications– A useful foundation whereby practitioners can appreciate the importance of technical service quality (in addition to functional quality).Originality/value– This paper fulfils an identified information and resources need, and offers practical assistance to academics and practitioners in the field.
VL  - 16
IS  - 1
SN  - 0960-4529
DO  - 10.1108/09604520610639955
UR  - https://doi.org/10.1108/09604520610639955
AU  - Kang Gi‐Du
PY  - 2006
Y1  - 2006/01/01
TI  - The hierarchical structure of service quality: integration of technical and functional quality
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 37
EP  - 50
Y2  - 2024/04/24
ER  -