The implementation of hierarchical latent models in the measurement of perceived service quality

Abstract

One of the themes that has been topical in the marketing field for many years, refers to the modeling of perceived service quality. Different authors have provided different definitions and explanations for the quality of service, most often by identifying multiple levels and dimensions that determine it. In addition to defining the basic dimensions of service quality, the question that arises is related to the nature of the relationship in the model itself. In this regard, the paper presents reflective and formative models, as well as their specificities. Moreover, four basic types of hierarchical latent models, which are based on reflective and formative relations, have been analyzed. Based on the review of the relevant scientific literature, the paper presents a proposal for modeling the perceived service quality, as well as the criteria for testing this model.

Keywords

• perceived service quality
• reflective model
• formative model
• measuring