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A service quality measurement derived from the theory of needs

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  • Hung-Chang Chiu
  • Neng-Pai Lin

Abstract

A literature review has indicated that a majority of researchers tend to define quality as meeting customers' needs. This study therefore attempts to develop a new service quality instrument called SQ-NEED based on Maslow's theory of needs. The results from the empirical analysis suggest that the SQ-NEED not only has a sound theoretical basis, but also possesses a reasonable reliability and validity. Moreover there is significant evidence to show that SQ-NEED performs better in this study than SERVQUAL for services directed at people and providing intangible actions.

Suggested Citation

  • Hung-Chang Chiu & Neng-Pai Lin, 2004. "A service quality measurement derived from the theory of needs," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 187-204, January.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:187-204
    DOI: 10.1080/02642060412331301202
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    Cited by:

    1. Ching-I Teng & Kuei-Wen Huang & I-Ling Tsai, 2007. "Effects of Personality on Service Quality in Business Transactions," The Service Industries Journal, Taylor & Francis Journals, vol. 27(7), pages 849-863, October.
    2. Jesper Bláfoss Ingvardson & Sigal Kaplan & João de Abreu e Silva & Floridea Ciommo & Yoram Shiftan & Otto Anker Nielsen, 2020. "Existence, relatedness and growth needs as mediators between mode choice and travel satisfaction: evidence from Denmark," Transportation, Springer, vol. 47(1), pages 337-358, February.
    3. Jesper Bláfoss Ingvardson & Mikkel Thorhauge & Sigal Kaplan & Otto Anker Nielsen & Sebastián Raveau, 2022. "Incorporating psychological needs in commute mode choice modelling: a hybrid choice framework," Transportation, Springer, vol. 49(6), pages 1861-1889, December.
    4. Maria Teresa Cuomo & Debora Tortora & Alessandro Danovi & Giuseppe Festa & Gerardino Metallo, 2022. "Toward a ‘New Normal’? Tourist Preferences Impact on Hospitality Industry Competitiveness," Corporate Reputation Review, Palgrave Macmillan, vol. 25(3), pages 212-225, August.
    5. Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
    6. Shun-Hsing Chen, 2006. "Establishment of a performance-evaluation model for service quality in the banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 235-247, October.
    7. Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.

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