Gronroos Model

The Gronroos Model is a framework that explains how businesses build strong customer relationships through two key aspects: technical quality and perceived value. Technical quality refers to how well the product or service functions—its reliability and performance. Perceived value focuses on the overall experience, including the provider's attitude, communication, and support. By excelling in both areas, companies can create satisfaction, loyalty, and trust with customers. Essentially, the model emphasizes that fulfilling technical needs alone isn't enough; a positive, comprehensive experience is essential for long-term customer relationships.