Two Approaches to Service Quality Dimensions
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TL;DR
Two approaches to the analysis of service quality and its dimensions are determined; physical quality, interactive quality and corporate quality and two approaches to utilize two dimensions; process quality and output quality.
Abstract
The purpose of the article is to determine two approaches to the analysis of service quality and its dimensions. In the first approach three quality dimensions are used; physical quality, interactive quality and corporate quality. The other approach is to utilize two dimensions; process quality and output quality. In order to illustrate the existence and explicitness of the dimensions, two empirical studies of restaurants were carried out. Quality dimensions seemed to be fairly suitable for analysing restaurant services.