Customer satisfaction with services: putting perceived value into the equation

TLDR

The study examined how core service quality, relational service quality, and perceived value influence customer satisfaction and future intentions across four service types. Results showed that core service quality and perceived value were the strongest drivers of customer satisfaction, relational service quality was significant but less influential, satisfaction directly predicted future intentions, and the relative importance of these drivers varied across services, underscoring the need to include both perceived value and service quality dimensions in satisfaction models.

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.