The determinants of perceived service quality and its relationship with satisfaction

TLDR

The study addresses three key issues concerning perceived service quality. The authors aim to compare the gap and performance models, determine the causal direction between service quality and satisfaction, and assess whether the influence of quality dimensions differs across industry types. The study surveyed respondents from three selected service firms. Results show the performance model outperforms the gap model, perceived service quality predicts satisfaction, tangibles dominate in facility/equipment‑based industries while responsiveness is key in people‑based industries, and managerial implications are outlined.

Abstract

Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service quality vary across service industry types. Three service firms were selected and respondents were interviewed in each firm. As hypothesized, the performance model appeared to be superior to the gap model. In addition, the result shows that perceived service quality is an antecedent of satisfaction, rather than vice versa. Finally, tangibles appeared to be a more important factor in the facility/equipment‐based industries, whereas responsiveness is a more important factor in the people‐based industries. Managerial implications and future research directions are discussed.