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

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  • J.L. Harrison-Walker

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.

Suggested Citation

  • J.L. Harrison-Walker, 2002. "Examination of the Factorial Structure of Service Quality: A Multi-Firm Analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 59-72.
    • Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:59-72
    DOI: 10.1080/714005077
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    Cited by:

    1. Danilo M. Marchiori & Emerson W. Mainardes & Ricardo G. Rodrigues, 2018. "Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sector," Information Technology and Management, Springer, vol. 19(4), pages 217-230, December.
    2. Miguel Morales & Riadh Ladhari & Javier Reynoso & Rosario Toro & Cesar Sepulveda, 2012. "An independent assessment of the unidimensionality, reliability, validity and factor structure of the LibQUAL+™ scale," The Service Industries Journal, Taylor & Francis Journals, vol. 32(16), pages 2585-2605, December.

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