Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector

Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector This study investigates whether different combinations of service quality dimensions affect customer satisfaction. The study uses an extension of SERVQUAL with dimensions specific to the railway industry: comfort, connection, and convenience. We use a fsQCA to examine the responses from an online survey of 352 railway customers. The results show that three different combinations of the service quality dimensions lead to overall customer satisfaction. These combinations contain at least two of the three dimensions specific to the railway industry: comfort, connection, and convenience. Furthermore, the combination of comfort and connection alone captures higher customer satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector

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Publisher
Elsevier
Copyright
Copyright © 2017 Elsevier Ltd
ISSN
0148-2963
eISSN
1873-7978
D.O.I.
10.1016/j.jbusres.2017.12.040
Publisher site
See Article on Publisher Site

Abstract

This study investigates whether different combinations of service quality dimensions affect customer satisfaction. The study uses an extension of SERVQUAL with dimensions specific to the railway industry: comfort, connection, and convenience. We use a fsQCA to examine the responses from an online survey of 352 railway customers. The results show that three different combinations of the service quality dimensions lead to overall customer satisfaction. These combinations contain at least two of the three dimensions specific to the railway industry: comfort, connection, and convenience. Furthermore, the combination of comfort and connection alone captures higher customer satisfaction.

Journal

Journal of Business ResearchElsevier

Published: Aug 1, 2018

References

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