Re-Examining the Influence of Service Delivery System Effectiveness on Perceived Service Quality

This article focuses on the effectiveness of the Service Delivery System (SDS) and re-examines its influence on customers’ perceived service quality. In this study, the influence of SDS effectiveness’ most important dimensions (front line employees’ role performance, their adaptability to individual customer needs, the effectiveness of the coordination and the effectiveness of the process’ control) on perceived service quality is tested, following a hierarchical approach. The results confirm the positive influence of three variables on perceived service quality (role performance, effectiveness of coordination and effectiveness of process’ control). On the contrary, the influence of employees’ adaptability was not found significant.