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Cited by 896

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

Sureshchandar, G.S., Rajendran, Chandrasekharan, Anantharaman, R.N.·2002·Journal of Services Marketing
DOI 10.1108/08876040210433248
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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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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)
DOI
10.1108/08876040210433248
OpenAlex
W2055929914
Cited by
896
References
6
FWCI
13.12
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

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.