Service Quality - 237 'Vital and Viable' Factors

As part of our series on vital and viable high streets, the High Streets Task Force is presenting 'evidence on a page' summaries of over 200 factors that influence the success of high streets. Here we address service quality; the comparisons that customers and visitors make between expectations around services and their perceptions about how such services are received and/or performed during their stay in a high street/town centre/shopping centre (De Nisco and Warnaby, 2013).

Date added 13 April 2021
Last updated 13 April 2021

Whereas service quality has been widely regarded as positively linked to customer loyalty and thus closely related to confirmation and disconfirmation regarding service experience and performance from customers’ responses (Caruana, 2002), service quality in high streets and town centres also relates to external/environmental conditions, such as:  

- the overall ambience of the street
- the urban space layout and functionality
- the external appearance of buildings and shops (De Nisco and Warnaby, 2013).

Service quality is one of 237 factors that have been identified as influencing the vitality and viability of the high street.

For more information and further reading, download the pdf 'evidence on a page'. The page contains information about this factors place within the 237 factors identified and: whether it is a component factor of one of 25 'vital and viable' priorities; how the factor scores in terms of influence, place management control, and priority.

To read more about vital and viable high streets, see