The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
The relationship between service quality and customer satisfaction – a factor specific approach
Abstract
The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
The Process of Customer Engagement: A Conceptual Framework
Bowden, J. L.-H. (2009) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170105 · Cited by 1,365
Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.05.018 · Cited by 406
Hong, Y., Tauscher, J., & Cardel, M. (2018) · Cancer · doi:10.1002/cncr.31052 · Cited by 56
Implementation of service profit chain initiatives in a franchise system
Maritz, A., & Nieman, G. (2008) · Journal of Services Marketing · doi:10.1108/08876040810851923 · Cited by 41
Customer behavior toward online insurance services in India
Khare, A., Dixit, S., Chaudhary, R., Kochhar, P., & Mishra, S. (2012) · Journal of Database Marketing & Customer Strategy Management · doi:10.1057/dbm.2012.14 · Cited by 18
Metadata
- Authors
- Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2002-07-01
- Volume
- 16
- Issue
- 4
- Pages
- 363-379
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W2055929914
- Cited by
- 896
- References
- 6
- FWCI
- 13.12
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
