Cross-cultural invariance of measures of satisfaction and service quality

Ueltschy, Linda C.; Laroche, Michel; Tamilia, Robert D.; Yannopoulos, Peter

doi:10.1016/s0148-2963(02)00294-1

Cited by 77 publications

(45 citation statements)

References 57 publications

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“…A total of 40 relevant articles were located, covering 11 years of research published from 1996 to 2006. Earlier Knight (1999) reviewed international services marketing studies from a firm's perspective (1990)(1991)(1992)(1993)(1994)(1995)(1996)(1997)(1998), focusing, for example, on issues like mode of entry. Our review covers cross-cultural services from a different perspective-from the perspective of the consumer and only overlaps with Knight by 3 years.…”

Section: Article Selection Methodsmentioning

confidence: 99%

Review and future directions of cross-cultural consumer services research

Jingyun

Beatty

Walsh

2008

Journal of Business Research

247

207

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Section: Article Selection Methodsmentioning

confidence: 99%

Review and future directions of cross-cultural consumer services research

Jingyun

Beatty

Walsh

2008

Journal of Business Research

247

207

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“…Bitner and Hubbert (1994) defined service quality as the customers' overall impression of the relative inferiority or superiority of the organization and its services. Ueltschy et al (2004) defined service quality as the consumer's judgment about the overall excellence or superiority of the service. Service quality is not objectively measured according to some technical standards but is subjectively felt by customers and measured relative to customer-determined standards (Kwortnik, 2005).…”

Section: Literature Reviewmentioning

confidence: 99%

A Comparative Study of Customers’ Perceptions of Service Quality Dimensions between Public and Private Banks in India

Banerjee¹,

Sah²

2012

IJBA

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Banking firms like other service providing firms are trying to improve their service quality to make customers satisfied with their services in order to survive in the dynamic business environment. This research paper uses the SERVQUAL model to identify the gap between customer expectations and perceptions of the actual service received in public and private banks in India. Outcomes of the study outlined that customers' expectations are more with the private banks and the level of satisfaction is also higher while they deal with the private banks. In order to satisfy the customers the public banks should focus on improving the service in terms of tangibility, reliability, responsiveness and empathy.

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“…Perceived service quality is a function of the direction and magnitude of the comparison of expected and perceived service (Parasuraman et al, 1985), whereas satisfaction is a function of the direction and magnitude of disconfirmation experience of expectations (Peterson and Wilson, 1992). The two concepts differ in that the former is a general belief toward a service based on cognitive judgment and the latter is an attitudinal assessment of a service, which has both cognitive and affective components (Ueltschy et al, 2004). Although the cognitive components help to determine overall satisfaction after a service, satisfaction is largely explained by affect during a service encounter (Homburg et al, 2006).…”

Section: Literature Reviewmentioning

confidence: 99%