DocumentCode :
2370997
Title :
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
Link To Document :
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