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Perceived quality versus quality of processes: a meta concept of service quality measurement

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  • Wieslaw Urban

Abstract

Service quality measurement methods are mostly focused on customer perception. There is a lack of method, combining organisational quality with perceived customer quality. This study proposes a measurement concept focusing equally on both of the above-mentioned factors. For validating this approach, experimental measurements were conducted in five service companies. The gathered feedback allowed the acceptance of the proposed concept. This is not a strictly defined method, but a measurement scheme which is supplemented by a set of known measurement techniques. The proposal constitutes extending the integrated measurement of service quality, which facilitates a deeper understanding of relationships between processes and customer perceptions.

Suggested Citation

  • Wieslaw Urban, 2013. "Perceived quality versus quality of processes: a meta concept of service quality measurement," The Service Industries Journal, Taylor & Francis Journals, vol. 33(2), pages 200-217, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:200-217
    DOI: 10.1080/02642069.2011.614337
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    Cited by:

    1. Diego Monferrer & José Ramón Segarra & Marta Estrada & Miguel Ángel Moliner, 2019. "Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach," Sustainability, MDPI, vol. 11(18), pages 1-27, September.
    2. Ebert Rowan Otto & Cornelius Stephanus Schutte & Denzil Kennon, 2024. "A Framework for Total Productivity Management (TPMan) in a Resort Environment," Tourism and Hospitality, MDPI, vol. 5(3), pages 1-26, September.
    3. Meleddu, Marta & Pulina, Manuela & Scuderi, Raffaele, 2020. "Public and private healthcare services: What drives the choice?," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).

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