DIMENSIONAL PERSPECTIVES ON SERVICE QUALITY MODELS: AN OVERVIEW

Abstract

Quality management is a fundamental concept that plays a crucial role in various fields, including manufacturing, economics, marketing, and operations management. This paper explores the multifaceted nature of quality by examining different approaches to its definition. Quality, as described by renowned scholars such as Juran, Crosby, and Garvin, is not a one-size-fits-all concept but rather a dynamic and context-dependent construct. The transcendent approach to quality, as proposed by Juran (1974), emphasizes "innate excellence." In this view, quality represents uncompromising standards and high achievement, discernible only through experience. It is an abstract concept that transcends specific criteria or measurements. Conversely, the product-based approach, as highlighted by Crosby (1979), considers quality as a "precise and measurable variable." It contends that variations in quality can be attributed to differences in the quantity of specific ingredients or attributes, often leading to higher costs associated with achieving superior quality. In the user-based approach, quality is intimately linked to customer satisfaction. This perspective, widely embraced in economics, marketing, and operations management, posits that the highest quality corresponds to the optimal satisfaction of consumer preferences. Thus, quality is measured by its ability to meet and exceed customer expectations. In contrast, the manufacturing-based approach defines quality as "making it right the first time." Rooted in supply chain management and engineering practices, this approach prioritizes error prevention and efficiency in production processes