What is the difference between functional quality and technical quality?

What is the difference between functional quality and technical quality?

Technical quality refers to what is delivered whereas functional refers to how it was delivered and both of them develop customers’ perceived service quality (Rauch et al., 2015; Tamwatin et al., 2015).

What are the technical and functional quality?

Technical quality: What the customer receives as a result of interactions with the service firm (e.g. a meal in a restaurant, a bed in a hotel) Functional quality: How the customer receives the service; the expressive nature of the service delivery (e.g. courtesy, attentiveness, promptness).

What is a service quality model?

The Service Quality Model or SERVQUAL Model was developed and implemented by the American marketing gurus Valarie Zeithaml, A. It is a method to capture and measure the service quality experienced by customers. Initially, emphasis was on the development of quality systems in the field product quality.

What are the benefits of service quality?

Improving service quality can increase revenues through (1) retaining a higher percentage of existing customers, (2) attracting more customers through positive word of mouth, and (3) increasing the usage rates of existing customers.

What is gronroos model?

Zeithaml, A. Parasuraman, and L. L. Berry (Gronroos, 1991). According to the Perceived Service Quality model (Figure 1), the quality of a service, as perceived by the customer, is the result of a comparison between the expectations of the customer and his or her real-life experiences.

What are non functional requirements?

Nonfunctional Requirements (NFRs) define system attributes such as security, reliability, performance, maintainability, scalability, and usability. They serve as constraints or restrictions on the design of the system across the different backlogs. They ensure the usability and effectiveness of the entire system.

What is the SERVQUAL model used for?

SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality.

What are the 4 types of non-functional requirements?

Types of Non-functional Requirement

• Usability requirement.
• Serviceability requirement.
• Manageability requirement.
• Recoverability requirement.
• Security requirement.
• Data Integrity requirement.
• Capacity requirement.
• Availability requirement.