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Influence of perceived quality on customer satisfaction in different stages of services

Influence of perceived quality on customer satisfaction in different stages of services In response to the call for research on customer experience across the customer journey, this study aims to analyze and compare the effects of perceived quality on customer satisfaction among the different stages of search, experience and credence services.Design/methodology/approachThis paper constructs a formation model of customer satisfaction based on service stages. Data on perceived quality and customer satisfaction in different stages of search, experience and credence services was collected through experiments and practical survey and the model was empirically tested through multiple linear regression.FindingsThe results show that perceived quality in the preparation and departure stages of search and credence services has a greater influence on customer satisfaction than in the delivery stage. While compared to the preparation stage, the perceived quality in the delivery and departure stages of experience service has a greater influence on customer satisfaction.Practical implicationsThis research will help service firms optimize the allocation of service resources according to the importance of different service stages within the three indicated service types, promoting customer satisfaction.Originality/valueThis is the first study of its kind to compare the effects of perceived quality on customer satisfaction among the stages of search, experience and credence services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Nankai Business Review International Emerald Publishing

Influence of perceived quality on customer satisfaction in different stages of services

Nankai Business Review International , Volume 12 (2): 23 – Sep 8, 2021

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2040-8749
DOI
10.1108/nbri-01-2020-0004
Publisher site
See Article on Publisher Site

Abstract

In response to the call for research on customer experience across the customer journey, this study aims to analyze and compare the effects of perceived quality on customer satisfaction among the different stages of search, experience and credence services.Design/methodology/approachThis paper constructs a formation model of customer satisfaction based on service stages. Data on perceived quality and customer satisfaction in different stages of search, experience and credence services was collected through experiments and practical survey and the model was empirically tested through multiple linear regression.FindingsThe results show that perceived quality in the preparation and departure stages of search and credence services has a greater influence on customer satisfaction than in the delivery stage. While compared to the preparation stage, the perceived quality in the delivery and departure stages of experience service has a greater influence on customer satisfaction.Practical implicationsThis research will help service firms optimize the allocation of service resources according to the importance of different service stages within the three indicated service types, promoting customer satisfaction.Originality/valueThis is the first study of its kind to compare the effects of perceived quality on customer satisfaction among the stages of search, experience and credence services.

Journal

Nankai Business Review InternationalEmerald Publishing

Published: Sep 8, 2021

Keywords: Perceived quality; Customer satisfaction; Service type; Customer expectations; Service stage

References