Conrad Lashley's Five Dimensions Of Service Quality

Conrad Lashley defines the term service quality is very essential in every service providers. It is used for control the customer’s expectations with their knowledge and thereby show the strength and weaknesses of the service delivery. At the similarly, it is used for own performance can be compared with different competitors. Finally it reveals ‘five service gaps’ where there may be a mismatch been the expectation of the service level and the perception of the service delivered. And he have been identified five dimensions of service quality that are
S.No Dimensions Definitions
1 Reliability The ability to perform the promised service dependably and accurately.
2 Tangibles The appearance of physical facilities, equipment, personnel

Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., what they feel a service provider should offer rather than what the service supplier would offer.
3. Gronroos and Lehtinen (1985) believe that service quality consists of two generic types of quality technical (or output) quality and functional (or process) quality. The technical quality refers to the traditional quality control, as in manufacturing. It is a matter of properly producing the core benefit of the service. Functional quality refers to the way the service is delivered. And other authors have suggested Lindquist ( 1987 ) and Edvardson etal. ( 1991 ) suggest that a distinction must be made between general and specific quality dimensions. But Juran etal ( 1988 ) had identified three aspects of services that should be measured timeliness, Consumer well being, and continuity of

Monks ( 1987 ) relates service quality to three dimensions – proficiency of services, timeliness of services and service environment.
6. Armistead have classified the service quality into two dimensions. They are ‘soft’ and ‘firm’. The style (attitude of staff, accessibility of staff, and ambience), steering (the degree to which customers feel in control of their own destiny), and safety (trust, security and confidentiality) are the soft dimensions, whears time ( availability, responsiveness and waiting), fault freeness ( in physical good, intangible activities, and information ), and flexibility (recovering, customization and augmented services ) are the ‘firm’ dimensions.
7. David A. Gravin identified broadly eight dimensions of service quality.
Performance – Every product is supposed to deliver benefits and measure of its quality is performance of the offer.
Features – These are in addition to the core product, which does not come as standard ‘features’ like ads-ons.
Reliability – This is a measure of the degree of probability of the product delivering what had been promised.
Conformance – Deliver quality meeting design