Influence of three kinds of service quality on customer satisfaction

Author

Jun-hua, Sun ; Qiang, Su ; Jia-zhen, Huo

Author_Institution

Sch. of Econ. & Manage., Tongji Univ., Shanghai, China

fYear

2011

fDate

25-27 June 2011

Firstpage

1

Lastpage

4

Abstract

Because of the theory of two expectation levels, two kinds of service quality are put forth, which are named perceived service superiority (PSS) and perceived service adequacy (PSA) respectively. To find out which kind of service quality has the most significant influence on customer satisfaction in retail service, a survey is conducted and studied in this paper. Three structural equation models are constructed to compare the differences of perceived quality (PQ), perceived service superiority (PSS) and perceived service adequacy (PSA). It is found that all kinds of service quality have significant positive influence on customer satisfaction. Among them, perceived quality has the most significant influence on customer satisfaction. And perceived service adequacy has the least significant influence on customer satisfaction. Accordingly, some service quality management advices are derived for service quality improvement in retail enterprises.

Keywords

customer satisfaction; customer services; quality control; retailing; customer satisfaction; customer service quality management; perceived service adequacy; perceived service superiority; retail enterprises; service quality improvement; structural equation models; Analytical models; Biological system modeling; Customer satisfaction; Data models; Equations; Mathematical model; Reliability; Adequate Expectation; Desired Expectation; Perceived Service Adequacy; Perceived Service Superiority;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2011 8th International Conference on

Conference_Location

Tianjin

ISSN

2161-1890

Print_ISBN

978-1-61284-310-0

Type

conf

DOI

10.1109/ICSSSM.2011.5959539

Filename

5959539