Service quality and satisfaction: an international comparison of professional services perceptions

Abstract

Purpos e-This study examines the applicability of key measures of service quality and customer satisfaction in a cross-cultural setting, first establishing measurement equivalence and then investigating the impact of culture on these measures. Des i gn/ M et hodol ogy-Using scenarios involving a visit to the dentist's office, respondents from Germany, Japan, and the U.S. participated in a 2 x 2 factorial experiment in which the authors manipulated both expectations (low/high) and service performance (low/high). Fi ndi ngs-Regardless of expectations, when performance was low, the low-context respondents (U. S. and Germany) perceived lower quality than did the respondents from the high-context country (Japan), but gave higher quality ratings than did the Japanese respondents when the performance was high. Pract i cal I m pl i cat i ons-The finding of this study highlight the necessity of considering culture when interpreting customer satisfaction ratings. O ri gi nal i t y/ Val ue-This research adds credence to the paramount role culture plays in consumers' ratings of perceived service quality and customer satisfaction.

The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image

“…Thus, different consumers will express varying levels of satisfaction for the same experience or service encounter [13]. In the marketing literature, customer satisfaction has been recognized as an important part of corporate strategy [14] and a key driver of firm long-term profitability and market value [15].…”

How the Perceptions towards e-Retailer Image Affect the e-Consumer Behavior: Factors & Procedure Involved

“…As the customer is satisfy with the process of shopping online on that particular e-retailer`s site, there is a greater chance that this customer will come back to shop and perhaps manage to build customer loyalty in that case. A satisfied customer with the services in the past will be likely to pay for a premium price on the same service provider and continue to shop in the future (Ueltschy, Laroche, Eggert, & Bindl, 2007). This shows that there is an interrelated linked and collaboration between the level of satisfaction and customer loyalty in online shopping environment.…”

“…Besides, the quality of e-shopping, link to estore`s performance and its effectiveness can affect the consumer`s perceptions of the products and services offer (Ha & Stoel, 2012). An individual may have different perceptions towards the services based on the culture and experiences he gained (Ueltschy, Laroche, Eggert, Bindl, 2007). The consumers` perceptions can be influenced also through positive experience that leads to have consumer loyalty.…”

Investigating the relationship between service quality and customer loyalty: A case study of banking industry

“…This pattern is accompanied by additional desire to overcome the barriers deterring the action. Consequently, action is the necessary result of the three previous stages (Ueltschy et al, 2007;Vesel & Zabkar, 2009). …”