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 quality may include successful completion of transactions, accuracy of financial services, and security of customer accounts. Functional quality refers to how the service is delivered to customers. It focuses on the interaction between employees and customers during the service process. Factors such as employee behaviour, communication, responsiveness, empathy, professionalism, and the overall service environment influence functional quality. For instance, in a hotel, customers may evaluate functional quality based on the friendliness of staff, speed of check-in and check-out, and the way employees handle customer requests. The third important element in the Grönroos Model is corporate image. The image of a service organization acts as a filter through which customers perceive service quality. A positive