Measuring Service Quality: A Reexamination and Extension

Abstract

The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.

A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives

“…Finally, consistent with prior studies, the research results show that increases in customer satisfaction lead to greater repurchase intention (Cronin and Taylor 1992;Hellier et al 2003;McAlexander et al 1994). Additionally, customer satisfaction exhibited the greatest total effect on repurchase intention, more than any other constructs in the research model.…”

“…Investigations of the determinants of online consumers' repurchase intentions have drawn considerable attention from e-commerce professionals (Lin 2007). Additionally, consumers' behavioral intention, such as repurchase intention, has long been considered a behavioral consequence of satisfaction (e.g., Cronin and Taylor 1992;Lin and Wang 2006;Wang et al 2004). Consequently, repurchase intention (RI) is included in the third dimension, namely the behavioral dimension, of the research model to represent the consequences of customer satisfaction.…”

“…Finally, customer satisfaction is often proposed to have a direct effect on consumer purchase intention in various research settings (e.g., Lin and Wang 2006;McAlexander et al 1994;Taylor and Baker 1994). For example, Cronin and Taylor (1992) argue that customer satisfaction, distinct from factors, has a positive effect on purchase intention while also mediating the effects of other factors (e.g., perceived quality and perceived value) on consumer purchasing behaviors. Based on the discussion above, the following hypotheses are proposed:…”

The long good-bye: The dissolution of customer-service provider relationships

“…Although this research on switching (Keaveney, 1995) and other research on service quality (Cronin & Taylor, 1992;Parasuraman et al, 1988) provide insights about customers' personal rationale for changing service providers, the psychology and social psychology research on dissolution suggests that other factors may also influence customers' actions. For example, because relationship development (and hence dissolution) can occur in a larger process of social development (Hinde, 1996), factors such as beliefs, customs, and the physical environment can have an impact on a relationship.…”

The Antecedents of Music Piracy Attitudes and Intentions

“…Consumers predict future performances on the basis of current performance (Bolton and Lemon, 1999). Therefore, satisfied customers are more likely to purchase the same product/service repeatedly, to resist competitive offers from competitors, and to generate positive word of mouth (Bolton, 1998;Cronin and Taylor, 1992;Zeithaml et al, 1996). Satisfaction is a temporal state for one-time or repeated experiences that reflects how the product or service has fulfilled its purpose.…”