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.

Citation

Kang, G. (2006), "The hierarchical structure of service quality: integration of technical and functional quality", Managing Service Quality: An International Journal, Vol. 16 No. 1, pp. 37-50. https://doi.org/10.1108/09604520610639955