A new perspective on service quality: A multi-dimensional, hierarchical scale

This study offers a new perspective on the nature, content and structure of perceived service quality. The Nordic and Gap schools of quality assessment are integrated with recent advances in the literature to develop and test a multidimensional, hierarchical scale. The scale provides a framework for assessing service quality within a high involvement, high contact, ongoing service environment. Empirical results indicated that service quality conforms to a multidimensional, hierarchical structure consisting of four primary dimensions, which in turn comprise nine sub-dimensions. The results obtained extend our understanding of service evaluation and have important implications for service providers seeking to improve the quality of the services they provide.