Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

Abstract

The main objective of this study is to first find out perceived service quality using SERVQUAL and then the role of perceived value as a mediating variable in the service sector of Pakistan. Both descriptive and inferential statistical techniques are used to analyze the effects of independent variables (i.e. perceived service quality) on customer satisfaction (dependent variable) and the role of mediating variable (i.e. perceived value). Stepwise regression analysis is used to examine the effect of the mediating variable (i.e. perceived value) on customer satisfaction. Perceived value was found strongly correlated with satisfaction. Results suggested that perceived value is an important factor in customers' evaluation of satisfaction. Unlike other studies, I use an aggregate score for perceived service quality instead of service quality characteristics.

A Influência Da Qualidade Percebida E Das Emoções Como Antecedentes Da Satisfação: Um Estudo Com Consumidores De Serviços Hoteleiros

“…A qualidade percebida dos serviços é o resultado da comparação que os clientes fazem entre as suas expectativas sobre um serviço e a sua percepção do modo como o serviço foi executado (CARUANA et al, 2000;GRONROOS, 1984;MALIK, 2012;PARASURAMAN et al, 1985PARASURAMAN et al, , 1988PARASURAMAN et al, , 1991.…”

“…Segundo Francisco (2007), não há unanimidade em definir qual seria a composição mais adequada, quantos e quais são os antecedentes da satisfação. ANDERSON;SULLIVAN, 1993;BABIN et al, 2005;CHI-HUI, et al, 2011;FRANCISCO, 2007;FORNELL et al, 1996;JEN et al, 2011;MALIK, 2012;BAHNAN, 2008;PRADO, 2002PRADO, , 2004OLIVER;DESARBO, 1988;OLIVER, 1993OLIVER, , 1997RAZAVI, et al, 2012). Desta maneira, espera-se que a mesma tenha um efeito positivo e direto sobre a Satisfação do consumidor, sendo assim formulada a primeira hipótese deste trabalho:…”

“…A relação entre Qualidade Percebida e Satisfação, encontrada neste estudo, está respeitando a ordem, encontrada nos estudos (ANDERSON et al 1994;ANDERSON;SULLIVAN, 1993;BABIN et al, 2005;CHI-HUI, et al, 2011;FRANCISCO, 2007;FORNELL et al, 1996;JEN et al, 2011;MALIK, 2012;BAHNAN, 2008;PRADO, 2002PRADO, , 2004OLIVER;DESARBO, 1988;OLIVER, 1993OLIVER, , 1997RAZAVI, et al, 2012), em que a Qualidade Percebida é antecedente da Satisfação.…”

Online Marketing for Media: The Case of Greek News Websites

“…Researchers, developers and managers employ these data and create user-centered design systems (Hong, & Park, 2011) that provide satisfaction to users. (Healy & Herder, 2002;Malik, 2012) In addition, the use of digital marketing techniques in the construction and operation of news websites is of high importance, not only for the traffic, but also for the satisfaction of the visitors even for the word of mouth (Ghorban, 2012). This paper addresses the use of the characteristics and online, digital marketing-based tools in Greek news websites.…”

Adapted SERVQUAL for evaluating the provision of information as an agricultural Extension Service in South Africa

“…A measure of service quality, SERVQUAL, was developed by Parasuraman, Zeithaml & Berry (1988) with a view to test customers' expectations and perceptions of service quality. The use of the SERVQUAL instrument has been accepted by business to evaluate the quality of service (Beukes, Prinsloo & Pelser, 2014;Jiang, Klein, Parolia & Li, 2012;Malik, 2012;Twinomurinzi, Zwane & Debusho, 2012). SERVQUAL has five dimensions by which customers evaluate service, namely: tangibles, reliability, responsiveness, assurance and empathy.…”