The hierarchical structure of service quality: integration of technical and functional quality

Author: Kang Gi-Du  

Publisher: Emerald Group Publishing Ltd

ISSN: 0960-4529

Source: Managing Service Quality, Vol.16, Iss.1, 2006-01, pp. : 37-50

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Abstract

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.