Abstract
Using room service for investigation, this empirical study demonstrates that, additional to the five quality dimensions identified in the original SERVQUAL study, core outcome components constitute a distinct quality dimension crucial for assessment of overall service quality. Effective quality management in the service sector hinges on the management of both outcome and process elements. The results reveal that the relative importance of the individual quality dimension to total service quality should vary from service to service. The findings also support that performance scores outperform gap scores in terms of the reliable measurement of service quality.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.