The determinants of perceived service quality and its relationship with satisfaction

Lee, Haksik; Lee, Yong-ki; Yoo, Dong-Keun

doi:10.1108/08876040010327220

Cited by 563 publications

(390 citation statements)

References 46 publications

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“…Parasuraman et al, (1985) suggested that when perceived service quality is high, then it will lead to increase in customer satisfaction. This supports the fact that service quality leads to customer satisfaction which is also in line with Saravana and Rao, (2007) and Lee, Lee and Yoo (2000) who acknowledged that customer satisfaction is based upon the level of service quality provided by the service provider. Lo and Huang in their study on catering industry found that causal relationship exists between service quality and customer satisfaction in the positive direction without stating whether it s weak or strong relationship.…”

Section: Service Quality and Customer Satisfactionsupporting

confidence: 70%

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Adeniran¹,

Adekunle²

2016

IJMS

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This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.

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Section: Service Quality and Customer Satisfactionsupporting

confidence: 70%

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Adeniran¹,

Adekunle²

2016

IJMS

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“…This technique has been widely adopted in previous research to provide insight on gaps that arise from inconsistent perceptions of expectations and experience [59][60][61]. To examine if the characteristics of the garment workers are related to their perceptions of decent work, multiple regression analysis was performed to examine the relationships.…”

Section: Discussionmentioning

confidence: 99%

Decent Work in the Chinese Apparel Industry: Comparative Analysis of Blue-Collar and White-Collar Garment Workers

et al. 2017

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Addressing labor issues in the apparel industry is significantly important due to customers' increasing awareness of poor working conditions and growing labor crises in apparel production locations worldwide. Decent work is a key element to achieving fair and harmonious employment, but is not always evident in global apparel production networks. This study examines the working conditions in China's garment manufacturing industry, which employs more than 10 million workers. A survey was administered to 313 blue-collar workers and 228 white-collar workers on issues related to decent work, including workers' concerns, satisfaction levels and attitudes towards decent work. Regression analysis showed that workers' attitudes are significantly related to age, education level, service length and monthly wage. Gap analysis revealed poor understanding of decent work and low satisfaction with primary indicators of decent work. However, results suggest that workers increasingly value soft factors and the overall work experience, not only financial benefits. Cluster analysis identified four clusters of workers. This study contributes to understanding garment worker perceptions of decent work and provides implications for the operationalization of decent work in China's garment manufacturing industry.

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“…Output of this analysis is provided by IBM SPSS v21 and indicates significantly high reliability of data (Cronin & Taylor 1992;Lee et al, 2000) and is depicted in Table 3. …”

Section: Reliability Analysismentioning

confidence: 99%

Distributor service quality in Indian SMEs: A bi-directional customer perspective

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.uscm

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This study investigates the role played by service quality at manufacturer-distributor junction in small-medium manufacturing units, and presents a model that proposes and validates that contribution towards service quality on behalf of both the distributor and manufacturer leading to satisfaction as well as loyalty. The research design for this study includes a combination of literature review, exploratory interviews and a questionnaire survey conducted through interview schedule from 101 respondents working in different small-medium manufacturing units (SMEs) of North India. The study uses Structural Equation Modeling (SEM) to develop dual directional scales to measure service quality at manufacturer-distributor junction besides testing a set of propositions related to service quality. A model showing linkages of manufacturing organization's service quality with distributor service quality leading to mutual satisfaction and loyalty is developed. The model is empirically tested and is found to be fit. This study would be of interest to SME practitioners interested in improving service quality w.r.t. distributors. This study finds support for strengthening relationships with distributors to achieve a win-win situation. Future researchers may validate this scale, and empirically test the proposed model in similar settings. Insights derived from this study may be transferred to other junctions of a manufacturing supply chain such as suppliers, retailers, employees and end customers.

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The determinants of perceived service quality and its relationship with satisfaction

Cited by 563 publications

References 46 publications

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Decent Work in the Chinese Apparel Industry: Comparative Analysis of Blue-Collar and White-Collar Garment Workers

Distributor service quality in Indian SMEs: A bi-directional customer perspective

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