Reconciliating Literature About Client Satisfaction and Perceived Services Quality

Abstract

ABSTRACT The objective of this paper is to review the literature on client satisfaction and perceived quality of service in order: (1) to arrive at distinct definitions of both constructs, and, (2) to present a conciliatory model of the causal link between client satisfaction and perceived service quality. This will put an end to: (1) the confusion surrounding the conceptual definitions of satisfaction and perceived quality, and (2) contradictions in the conclusions about the causal link between these two constructs. KEYWORDS: Client satisfactionperceived service qualitycognitive/ affective natureexpectationsrelational vs. transactional dimensioncausal link