Examining The Role Of Service Quality In Overall Service Satisfaction

Though service quality has long been seen as the only determinant of service satisfaction, a model using service quality and consumer well-being to explain overall service satisfaction was found to be superior to one using service quality only. Findings indicate a need for a multi-factor model of ov...

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Bibliographic Details
Published in:Journal of managerial issues 1998-07, Vol.10 (2), p.240-255
Main Authors: Duffy, Jo Ann M., Ketchand, Alice A.
Format: Article
Language:English
Subjects:
Alliances
Coefficients
Cognitive models
Customer satisfaction
Customer services
Likert scale
Marketing
Marketing strategies
Modeling
Nursing homes
Operations management
Parametric models
Perceptions
Quality of service
Research Report
Social research
Studies
Total quality
Variable coefficients
Wellbeing
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Summary:Though service quality has long been seen as the only determinant of service satisfaction, a model using service quality and consumer well-being to explain overall service satisfaction was found to be superior to one using service quality only. Findings indicate a need for a multi-factor model of overall service satisfaction and have implications for service employee appraisal and system design. Data on perceived service quality (SERVQUAL), consumer well-being (LSES) and overall service satisfaction were collected from a sample of 206 consumers of U.S. long-term health care. Competing models of service satisfaction were compared using LISREL.
ISSN:1045-3695
2328-7470