A Literature-Based Study on Perceived Quality

Abstract

There are many definitions of perceived quality, though some of them lack theoretical rationale for the definition and cannot be used as a foundation of a theoretical model of a quality perception model. Some of the definitions are: “the degree to which a product fulfills its function, given the needs of the consumer” Box (1983, p.25), “the consumer’s judgement about the superiority or excellence of a product” Zeithaml (1988, p. 5) and “the rated ability of the brand to perform its functions as perceived by consumers” Kotler (1984, p.479). But the best known definition of perceived quality is “fitness for use”. The aim of this study is presenting a conceptual service quaility map based on a literature review study.

Keywords: service quality, principal models, technical component, relational component