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The Grönroos Model is one of the most important models used for understanding and evaluating service quality from the customer’s perspective. Developed by Christian Grönroos, this model emphasizes that customers evaluate service quality by comparing their expectations with their actual experiences of the service received. Unlike product quality, service quality is more difficult to measure because services are intangible, heterogeneous, and produced and consumed simultaneously. The Grönroos Model explains that perceived service quality is influenced by two major dimensions: technical quality and functional quality, along with the organization’s image. Technical quality refers to what the customer actually receives from the service provider. It represents the outcome or result of the service process. Customers evaluate whether the service has fulfilled their needs and expectations. For example, in a hospital, technical quality includes the accuracy of diagnosis, effectiveness of treatment, availability of medical facilities, and recovery of patients. In a banking organization, technical ____ __________ __________ ______ ___ __________ ____ _____ _________ ________ _________.
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