INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION

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Meayar Shaban

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Seminar Paper

Paper Information

Seminar: CONFERENCE ON NEW CREATIVE IDEAS MANAGEMENT, ACCOUNTING LEGAL AND SOCIAL STUDIES
Year:2018 | Issue:1

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Title

INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION

Author(s)

Meayar Shaban

Keywords

SERVICE QUALITY

CUSTOMER SATISFACTION

PERCEIVED SERVICE QUALITY

BEHAVIORAL INTENTIONS

Abstract

SERVICE QUALITY AND CUSTOMER SATISFACTION ARE VERY IMPORTANT ISSUES IN MARKETING AND SERVICE MANAGEMENT. MANY STUDIES HAVE BEEN CONDUCTED ON THESE TWO CONCEPTS, THEIR MEASUREMENT, AND THE RELATIONSHIP BETWEEN THEM. ALTHOUGH MOST SCHOLARS HAVE EMPHASIZED THE IMPORTANCE OF THESE TWO ISSUES AND THEIR INTERRELATIONSHIP, THERE IS NO CONSENSUS AMONG THE STUDIES ON WHICH OF THESE TWO CONCEPTS PRECEDES THE OTHER. THERE ARE THREE PERSPECTIVES IN THIS REGARD; SOME BELIEVE IT IS SATISFACTION THAT LEADS TO SERVICE QUALITY; THE SECOND PERSPECTIVE IN THIS REGARD BELONGS TO RESEARCHERS WHO BELIEVE THAT SERVICE QUALITY LEADS TO SATISFACTION, AND THE THIRD PERSPECTIVE BELIEVES IN AN CONTINGENCY APPROACH, THAT IS, NEITHER OF THESE TWO CONCEPTS PRECEDES THE OTHER, AND THE CAUSAL RELATIONSHIP BETWEEN THESE TWO CONCEPTS IS DETERMINED BY FACTORS SUCH AS THE PHYSICAL ENVIRONMENT, THE SERVICE DELIVERY CONTEXT, AND SO ON. IN THE PRESENT STUDY, STUDIES ON THE CAUSAL RELATIONSHIP BETWEEN SATISFACTION AND SERVICE QUALITY IS DETERMINED WITH REGARD TO FACTORS SUCH AS THE PHYSICAL ENVIRONMENT AND THE SERVICE PRESENTATION BACKGROUNDS. THE RESULTS OF THIS RESEARCH SHOW THAT ALTHOUGH THERE IS NO THEORETICAL AGREEMENT AMONG THE RESEARCHES ON THE CAUSAL RELATIONSHIP BETWEEN THESE TWO CONCEPTS, MOST OF THE PREVIOUSLY CONDUCTED STUDIES IN THIS AREA SUPPORT THE VIEW THAT SERVICE QUALITY PRECEDES CUSTOMER SATISFACTION. IN FACT, MOST STUDIES HAVE SHOWN THAT IT IS SERVICE QUALITY THAT LEADS TO SATISFACTION.

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APA: Copy

Meayar, Shaban. (2018). INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION. CONFERENCE ON NEW CREATIVE IDEAS MANAGEMENT, ACCOUNTING LEGAL AND SOCIAL STUDIES. SID. https://sid.ir/paper/948922/en

Vancouver: Copy

Meayar Shaban. INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION. 2018. Available from: https://sid.ir/paper/948922/en

IEEE: Copy

Shaban Meayar, “INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION,” presented at the CONFERENCE ON NEW CREATIVE IDEAS MANAGEMENT, ACCOUNTING LEGAL AND SOCIAL STUDIES. 2018, [Online]. Available: https://sid.ir/paper/948922/en

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