Perceived quality versus quality of processes: a meta concept of service quality measurement

Wieslaw Urban

The Service Industries Journal, 2013, vol. 33, issue 2, 200-217

Abstract: Service quality measurement methods are mostly focused on customer perception. There is a lack of method, combining organisational quality with perceived customer quality. This study proposes a measurement concept focusing equally on both of the above-mentioned factors. For validating this approach, experimental measurements were conducted in five service companies. The gathered feedback allowed the acceptance of the proposed concept. This is not a strictly defined method, but a measurement scheme which is supplemented by a set of known measurement techniques. The proposal constitutes extending the integrated measurement of service quality, which facilitates a deeper understanding of relationships between processes and customer perceptions.

Date: 2013
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:2:p:200-217

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DOI: 10.1080/02642069.2011.614337

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