Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence

François Anthony Carrillat · Fernando Jaramillo · Jay Prakash Mulki

190 citations0/0 files storedThe Journal of Marketing Theory and Practice

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

This study combines meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI). Findings from 86 articles containing 115 independent samples and 161 effect sizes representing 42,877 customers are used to test a model of the relationships among the above-referred variables. Results show that SQ has a large effect on CS, AL, and PI. Also, SQ is indirectly related to AL and PI. Because AL and PI are critical indicators of a customer's willingness to engage in a relationship with the firm, this study provides clear evidence that SQ plays a vital role in a firm's quest for building long-term relationships with customers. The effect of measurement and contextual moderators is also analyzed.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1993Cultures and Organizations: Software of the Mind.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2003Evolving to a New Dominant Logic for Marketing 1992Measuring Service Quality: A Reexamination and Extension 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1976Individualism and Collectivism

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