relationship between service quality and customer satisfaction

Studi of Relationship Between Service quality and Customer Satisfaction Based on Meta Analysis

Yin Qi  Cao Huarui  Wei Fuxiang  Zhang Jing
Bus. Sch., NanKai Univ., Tianjin, China

Issue Date: Nov. 30 2010-Dec. 2 2010
On page(s): 94 – 99
Location: Seoul
Print ISBN: 978-1-4244-8599-4
INSPEC Accession Number: 11824103
Date of Current Version: 14 February 2011

Abstract

Based on the Meta analysis of the relationship between service quality and customer satisfaction, the paper gets the path model of service quality and proves that there is heterogeneity in the positive correlation between service quality and customer satisfaction. On the support of considerable literature, the paper points out the possible potential mediators that may influence their relationship, and then raises corresponding hypothesis. By using Meta analytical procedures in HLM, the paper proves the above hypothesis and draws a conclusion: the relationship between service quality and customer satisfaction is stronger when we use un-contacted questionnaires, survey in the utilitarian service and high power-distance culture than when we use contacted questionnaires, survey in the hedonic service and low power-distance culture.

=======================================================

This Paper Available in IEEE Xplore digital library

Source Abstract : IEEE XPlore

Credit from IEEE XPlore

 

Advertisements

Posted on August 5, 2011, in Model Penelitian Marketing. Bookmark the permalink. Leave a comment.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: