Customer satisfaction, corporate image, and service quality in professional services

Cameran, Mara; Pettinicchio, Angela Kate; Moizer, Peter

doi:10.1080/02642060802236111

Cited by 117 publications

(97 citation statements)

References 31 publications

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“…The third position of the service quality-satisfaction relationship argues that neither satisfaction nor service quality may be antecedent to the other (Dabbolkar, 1995;McAlexander, Kaldenberg, & Koenig, 1994). In general, although there is the lack of consensus about the conceptualization of the service quality-satisfaction relationship, service quality is an antecedent to customer satisfaction is considered as dominant position in recent research, especially in service context industry like banking (Akhtar, Hunjra, Akbar, Kashif-Ur-Rehman, & Niazi, 2011;Cameran, Moizer, & Pettinicchio, 2010) . In this study, one of the objectives is to empirically test this relationship.…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Ngo¹,

Nguyen²

2016

JOC

140

113

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This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm's performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA) and the structural equation modelling technique (SME). The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

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Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Ngo¹,

Nguyen²

2016

JOC

140

113

View full text Add to dashboard Cite

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“…Traditionally, the role of the auditor was to ensure the quality of the accounting information (Öhman, 2005;Power, 1999), which implied a review of the measurements and communications of accounting for correctness in an analytical and critical manner (Mautz & Sharaf, 1997). A number of studies have investigated how customer relationships, customer acquisition, maintenance of the customer relationship as well as customer retention constitute parts of the audit function (Behn, Carcello & Hermanson, 1997;Cameran, Moizer & Pettinicchio, 2010;Öhman, Häckner & Sörbom, 2012), usually performed by means of referrals and networks. Recent studies have also shown that auditors are committed to the client and want to add value through the auditing service (Herda and Lavelle, 2012;Broberg, forthcoming).…”

Section: Introductionmentioning

confidence: 99%

Balance between auditing and marketing: An explorative study

Broberg

Umans

Gerlofstig

2013

Journal of International Accounting, Auditing and Taxation

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AbtsractThis study explores how auditors' attitudes toward marketing and their views on the importance of marketing affect how they balance their time spent on marketing and auditing activities. The purpose is to understand how changes in the business environment for auditors affect the relationship between the auditing profession and marketing. The study is based on a survey of 711 auditors in Sweden. The findings suggest that auditors with a positive attitude toward marketing spend significantly more time on marketing activities compared to those with a less positive attitude. Furthermore, auditors who view marketing activities as important spend significantly more time on marketing activities. The study controlled for the number of years as approved or authorized auditor, age of the auditor, and firm affiliation. The results indicate that the theoretical distance between the auditing profession and marketing does not exist in practice to the same degree as it used to. The findings of the study have implications for international auditing theory and practice in illuminating the relationship of marketing and auditing in a wider business context.

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“…Since services have intangible natures, Cameran et al (2010) add that the association between customer satisfaction and the attributes of service has proved difficult to pin point. According to Hellier et al (2003) there is not a consensus as for the relationship between quality and satisfaction at both the transaction-specific and global level of analysis.…”

mentioning

confidence: 99%

Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry

Razavi

Safari²,

Shafie³

et al. 2012

JMS

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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.

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Customer satisfaction, corporate image, and service quality in professional services

Cited by 117 publications

References 31 publications

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Balance between auditing and marketing: An explorative study

Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry

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