Examination of the Factorial Structure of Service Quality: A Multi-Firm Analysis

J.L. Harrison-Walker

The Service Industries Journal, 2002, vol. 22, issue 2, 59-72

Abstract: To date, there is no consensus regarding the dimensionality of the service quality construct. Parasuraman, Berry and Zeithaml [1991] suggest that when consumers evaluate a 'specific company', they may rate items coming from two distinct dimensions the same or similarly. The authors further note that factor analysis translates such responses into fewer than five dimensions (as originally proposed by Parasuraman, Zeithaml and Berry [1988]). The authors suggest that verifying the conceptual meaningfulness of the SERVQUAL framework is an important area for future research. Accordingly, the current study examines the factor structure of service quality in two 'multi-firm' samples using service performance measures. The empirical findings suggest that service quality, in general, is comprised of two factors: interaction quality and tangibles.

Date: 2002
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DOI: 10.1080/714005077

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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