Hierarchical Service Quality Scale

What it measures

A third-order hierarchical factor model of perceived service quality integrating the Nordic (Grönroos) and American (SERVQUAL) traditions. Overall service quality is composed of three primary dimensions—interaction quality, physical environment quality, and outcome quality—each defined by three subdimensions. Each subdimension is assessed with three items reflecting reliability, responsiveness, and empathy modifiers, plus global items for primary dimensions and overall service quality. Validated with 1,133 consumers across four service industries (fast food, photo developing, amusement parks, dry cleaning).

Representative items

• You can count on the employees at XYZ being friendly.
• XYZ's employees respond quickly to my needs.
• At XYZ, you can rely on there being a good atmosphere.
• Waiting time at XYZ is predictable.
• I would say that XYZ provides superior service.

Citation

Brady, M.K. & Cronin, J.J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.