Relational Perspectives of Perceived Service Quality in the Online and Offline Environments: A Meta-Analysis

Today, service quality is a major driver enhancing and consolidating the relationship between consumers and their service providers. The diversity of research in this context revealed a gap between empirical results which investigated the relational consequences of service quality, and showed missin...

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Bibliographic Details
Published in:Journal of relationship marketing (Binghamton, N.Y.) N.Y.), 2020-07, Vol.19 (3), p.182-202
Main Author: Najjar, Hechmi
Format: Article
Language:English
Subjects:
Correlation analysis
Internet
loyalty
Mathematical models
Meta-analysis
online/offline service environment
Perceived quality
Perceptions
Quality of service
satisfaction
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Summary:Today, service quality is a major driver enhancing and consolidating the relationship between consumers and their service providers. The diversity of research in this context revealed a gap between empirical results which investigated the relational consequences of service quality, and showed missing studies that allowed generalizing and specifying the perspectives of the service quality in the relational domain. So, this research suggests a Meta-Analytic Structural Equation Modeling (MASEM) to validate a synthetic model integrating perceived quality, satisfaction and loyalty. It is based on 43 recent academic research derived from 22 countries. The results validated the meta-analytic structural model and showed that the service environment moderates causal links between perceived quality, satisfaction and loyalty.
ISSN:1533-2667
1533-2675
DOI:10.1080/15332667.2019.1664877