Prioritizing service quality dimensions
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 11 September 2007
Abstract
Purpose
The study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure of the amount of tangibilisation necessary and the right mix of other service quality dimensions – reliability, assurance, empathy, responsiveness, and the role of price‐added by researcher.
Design/methodology/approach
A two stage analysis was deployed. First free listing of important service quality concerns for 16 services across the four service types (as suggested by Lovelock) was done to see if any rank correlation was possible. This was followed by two‐step cluster analysis to reveal natural grouping (or clusters) within a data set for each service quality dimension that would otherwise not be apparent.
Findings
Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type.
Practical implications
Some generalizations within the service types were possible for different services. Thus, service providers can consider these finding when designing service delivery.
Originality/value
Considering the two important dimensions – tangibility of service act and whether such an action is targeted at the customer or their possessions, the paper details what service quality issues are important for which service type.
Keywords
Citation
Chowdhary, N. and Prakash, M. (2007), "Prioritizing service quality dimensions", Managing Service Quality: An International Journal, Vol. 17 No. 5, pp. 493-509. https://doi.org/10.1108/09604520710817325
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited