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Service quality and satisfaction : the moderating role of value

Document Information:
Title: Service quality and satisfaction – the moderating role of value
Author(s): Albert Caruana, (Department of Marketing, University of Malta, Msida, Malta), Arthur H. Money, (Henley Management College, Greenlands, UK), Pierre R. Berthon, (Cardiff Business School, University of Wales, Cardiff, UK)
Citation: Albert Caruana, Arthur H. Money, Pierre R. Berthon, (2000) “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34 Iss: 11/12, pp.1338 – 1353
Keywords: Customer satisfaction, Regression analysis, Service quality, Services marketing, Value
Article type: Research Paper
DOI: 10.1108/03090560010764432 (Permanent URL)
Publisher: MCB UP Ltd
Abstract: The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted.

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