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The purpose of this study is to measure the perceptions of both architects and contractors regarding the factors affecting quality in the Jordanian housing sector.

Twenty quality factors were identified from the literature and ranked by respondents. Next, the weighted indices for importance and frequency of quality variables were calculated. The quality variables were ranked according to their severity index. Finally, the principal component and factor analysis methodology was employed to arrive at the most prominent factors.

Major factors affecting quality were human resource management, customer satisfaction, uses of technology and supplier management. Although both samples of architects and contractors chose the factor “uses of technology” as the common factor, the t-test showed statistically significant differences in the means of both samples.

This study’s findings build on prior research conducted in different countries. The major factors identified in this study are compared to other similar studies’ findings, thereby adding to the available literature on factors affecting quality in the housing sector in developing countries.

The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry.

The authors delivered 1,000 questionnaires to customers, from which 756 were valid and useable for data analysis. For the managers' sample, 350 questionnaires were delivered to managers, from which 256 were valid for data analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested the theoretical five dimensional SERVQUAL model and tested their effect on customers' satisfaction and business performance, respectively.

It was found that SERVQUAL is a three‐dimensional construct as opposed to five, as proposed by the original hypothesised model. From customers' point of view, SERVQUAL consists of three dimensions that are reliability, tangibility and interaction quality (empathy, assurance, and responsiveness). From managers' points of view, SERVQUAL consists of three dimensions that are empathy, tangibility‐reliability, and responsiveness‐assurance.

SERVQUAL is used to measure service quality from both customers' and managers' perspectives and it is found that SERVQUAL dimensions and items are different from the two samples' perspectives. A very fruitful area of future research is to investigate why and how SERVQUAL dimensions and items are different from customers' and managers' perspectives, as well as examining antecedents and consequences of service quality. Managers of mobile service operators have empirical evidence regarding SERVQUAL dimensions from customers' and managers' perspectives comparatively.

This is the first attempt to examine the SERVQUAL dimensions from customers' and managers' and employees' perspectives, comparatively, in Jordan and then examine their effects on customer satisfaction and business performance, respectively. The authors' results also provide significant managerial implications on how to manage the service quality dimensions and the vital role they play to ensure customer satisfaction and business performance alike.