Prior research has revealed limitations of the dominant SERVQUAL model of service quality. Some authors have pointed out the SERVQUAL model somewhat neglects the tangible and relational facets of quality in the service sector, and, therefore, there is a need to obtain a comprehensive and adaptable structure of quality for different types of services. Consequently, we propose and test a hierarchical and integrated model of service quality, hypothesising the existence of three second-order dimensions: functional quality (describing the efficiency with which the service core is provided); tangibles (the quality of physical service environment); and relational quality (relational or emotional benefits the customer receives). Each second-order factor has, in turn, a number of more specific or first-order factors of quality. The hypothesised three-factor structure was compared with other two alternatives: a one-factor model (with a unique second-order general quality dimension); and a two-factor model (with interactional and tangible second-order dimensions). We conducted two independent survey studies, assessing customer perceptions of service quality in Spanish (N = 517) and Mexican (N = 278) hotels. The results revealed the superiority of the three-factor model.

Volume 20

Numbers 11-12