Article2000

Customer satisfaction with services: putting perceived value into the equation

Gordon H.G. McDougall · Terrence J. Levesque

1,832 citations0/0 files storedJournal of Services Marketing

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

Abstract

This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1990Zero defections: quality comes to services.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Cited by

2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists 2003Customer repurchase intention 2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour 2007The concept of perceived value: a systematic review of the research 2012The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions

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