A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study

Document Type


Publication Date

Summer 2000


This study finds that factors relevant to service quality are better conceived as its antecedents rather than its components and that customer satisfaction strongly mediates the effect of service quality on behavioral intentions. The article discusses the application of this chronological framework in understanding and predicting service quality and its consequences. The study also finds that perceptions and measured disconfirmation offer several advantages over computed disconfirmation (i.e., difference scores), and that a cross-sectional measurement design for service quality is preferred to a longitudinal design. The article discusses the implications of these findings for practitioners and for future research on service quality.