The determinants of perceived service quality and its relationship with satisfaction

The determinants of perceived service quality and its relationship with satisfaction Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service quality vary across service industry types. Three service firms were selected and respondents were interviewed in each firm. As hypothesized, the performance model appeared to be superior to the gap model. In addition, the result shows that perceived service quality is an antecedent of satisfaction, rather than vice versa. Finally, tangibles appeared to be a more important factor in the facility/equipment‐based industries, whereas responsiveness is a more important factor in the people‐based industries. Managerial implications and future research directions are discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

The determinants of perceived service quality and its relationship with satisfaction

Journal of Services Marketing, Volume 14 (3): 15 – Jun 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040010327220
Publisher site
See Article on Publisher Site

Abstract

Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service quality vary across service industry types. Three service firms were selected and respondents were interviewed in each firm. As hypothesized, the performance model appeared to be superior to the gap model. In addition, the result shows that perceived service quality is an antecedent of satisfaction, rather than vice versa. Finally, tangibles appeared to be a more important factor in the facility/equipment‐based industries, whereas responsiveness is a more important factor in the people‐based industries. Managerial implications and future research directions are discussed.

Journal

Journal of Services MarketingEmerald Publishing

Published: Jun 1, 2000

Keywords: Service industries; Customer satisfaction

References

  • SERVQUAL revisited: a critical review of service quality
    Asubonteng, P; McCleary, K.J; Swan, J.E
  • Improving the measurement of service quality
    Brown, T.J; Churchill Jr, G.A; Peter, J.P.
  • Service recovery: impact on satisfaction and intentions
    Spreng, R.A; Harrell, G.D; MacKoy, R.D
  • Services Marketing
    Zeithaml, V.A.; Bitner, M.J.

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