Service quality perspectives and customer satisfaction

1. Service Quality Models

1.1. Technical/Functional Quality model

1.1.1. Introduced by Grönroos in 1983

1.1.2. Two main components

1.1.2.1. Technical Quality

1.1.2.1.1. Outcome of the service

1.1.2.2. Functional Quality

1.1.2.2.1. Process of service delivery

1.1.2.2.2. Influenced all measures of satisfaction

1.2. SERVQUAL Model

1.2.1. Is about expectations

1.2.1.1. Perceptions prior to a service encounter

1.2.1.2. Perceptions of the service received once finished

1.2.2. Dimensions of service quality

1.2.2.1. Tangibles

1.2.2.2. Reliability

1.2.2.3. Responsiveness

1.2.2.4. Assurance

1.2.2.5. Empathy

1.2.2.5.1. Helps predicts satisfaction

1.2.3. Introduced by Parasuraman in the mid-1980s

2. Nature of Customer Satisfaction

2.1. Varies across different settings or under specific circumstances.

2.2. Relationship

2.2.1. Service quality

2.2.2. Customer satisfaction

2.3. Multidimensional approach

2.3.1. Cronin and Taylor (1992)

2.3.1.1. Perceived service quality indeed leads to customer satisfaction

2.3.2. Spreng and Mackoy (1996)

2.3.2.1. Service quality acts as an antecedent to satisfaction

2.3.2.1.1. High service quality enhances customer satisfaction

3. The quality and satisfaction relationship

3.1. Moderators

3.1.1. Communication

3.1.1.1. Helps to understand the expectations of a customer

3.1.1.1.1. Influences and helps to get satisfaction from the customer

3.1.2. Service Failure

3.1.2.1. Service does not meet customer expectations

3.1.2.1.1. Alters the relationship between service quality and satisfaction

3.1.2.1.2. Customer switchs behavior