THE FIVE DIMENSIONS OF SERVICE QUALITY MEASURED MARKETING ESSAY 4133

In the service industry, definitions of service quality tend to focus on meeting customers needs and requirements and how well the service delivered meets their expectations (Lewis and Booms 1983). In order to deliver and maintain service quality, an organization must first identify what it is that constitutes quality to those whom it serves (Gronross 1984). Gronross (1984) classified service quality into two categories: technical quality, primarily focused on what consumers actually received from the service; and functional quality, focused on the process of service delivery.

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Perceptions of quality by those who provide services and those who consume them have been defined as the outcome of comparison between expectations of a service and what is perceived to