This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and customer satisfaction were identified. Then, questionnaires were distributed among the customers of the companies. Next, Factor Analysis and Structural Equation Modelling were used to find the relationships; as a result, the proposed model was extracted. According to findings, there are significant and positive relationships between service quality and customer perceived value, service quality and customer satisfaction and customer perceived value and customer satisfaction in these companies. Furthermore, service quality can predict customer satisfaction more than what customer perceived value does.

Service quality and customer perceived value are significant for companies since they are highly correlated with loyalty, retention, and repurchase in a way that they all contribute to increasing profitability. This study aims at presenting a conceptual model for Service Quality (SQ) and Customer perceived value (CPV) in six large software companies in Iran. To do so, after reviewing the related literature, the effective factors in the SQ and CPV were identified. Then, questionnaires were distributed among the customers of the company and 354 completed questionnaires were collected. Next, Factor Analysis and Structural Equation Modelling were used to find the relation between SQ and CPV; as a result, the proposed model was extracted. Our findings indicated that there is a significant and positive relationship between SQ and CPV in six large software companies in Iran.

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