Customer satisfaction with services: putting perceived value into the equation

Abstract

This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

“…Thus, there exists sufficient literature that considers perceived value as an antecedent of satisfaction (Anderson, Fornell, & Lehmann, 1994;Durvasula, Lysonski, Mehta, & Peng, 2004;McDougall & Levesque, 2000;Oh, 1999;Patterson & Spreng, 1997;Ravald & Grönroos, 1996;Singh & Sirdeshmukh, 2000;Spreng, Dixon, & Olhavsky, 1993;Szymanski & Henard, 2001;Woodall, 2003) and this relationship has also been found specifically in tourism. In package tourism Lee, Yoon, and Lee (2007) observe that this relationship occurs in every dimension of perceived value.…”

Analyzing customer satisfaction with service quality in life insurance services

“…Therefore, satisfaction is the customer ' s overall judgment of the service provider. 23 Crompton and MacKay 24 stated, ' Satisfaction is a psychological outcome emerging from an experience, whereas service quality is concerned with the attributes of the service itself ' .…”

Customer complaints and service policy in electronic commerce

“…The other is a tangible form, in which a firm makes customers feel that they are fairly treated by giving them physical reparation, such as a discount or gift. Customer belief of a good purchase experience, including managing service failure well, positively influences customer satisfaction, loyalty, repurchase intention, and willingness to spread positive WOM (Simons & Kraus, 2005;McDugall & Levesque, 2000;Spreng, Harrell & Mackoy, 1995).…”