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

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. © Emerald Group Publishing Limited.