Journal ArticleDOI
Parsimonious measurement of customer satisfaction with personal service and the service setting
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In this paper, the authors developed a concise customer satisfaction survey instrument to help organizations measure satisfaction with their services, which they used internally to identify their strengths and weaknesses, as well as measuring their customer satisfaction.Abstract:
This paper develops a concise customer satisfaction survey instrument to help organizations measure satisfaction with their services. A seven‐stage process was used to develop the instrument. Following pilot studies, a preliminary instrument of 24 items was administered to consumers of a variety of business firms and government agencies providing service to customers or clients. After further analysis, a revised instrument was developed consisting of 18 statements. Additional analysis and further purification led to an even more parsimonious final version of the customer satisfaction survey, employing nine statements in two factors; satisfaction with the personal service (SatPers) and satisfaction with the service setting (SatSett). Organizations could use the scale internally to identify their strengths and weaknesses, as well as measuring their customer satisfaction.read more
Citations
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Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
TL;DR: In this article, the authors tried to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context by collecting 200 responses from 20 service providers in four service settings.
Journal ArticleDOI
Measuring customer satisfaction in the fast food industry: a cross‐national approach
TL;DR: In this paper, a cross-cultural comparison of service satisfaction of fast food establishments in four English-speaking countries is provided, based on data collected from customers of five globally-franchised fast-food chains, using a previously developed service satisfaction instrument.
Journal ArticleDOI
A cross-industry comparison of customer satisfaction
TL;DR: In this paper, the authors identify empirically core characteristics of customer satisfaction ratings across six industries based on the ratings of 10,835 respondents within the USA, including banking and finance, retail, government, grocery stores, hospitality/sports, and restaurants.
Journal ArticleDOI
Exploring consumer experiences with a service brand
Aron O'Cass,Debra Ann Grace +1 more
TL;DR: In this article, the authors focused on consumer based perceptions of brand associations of a service brand, attitudes toward and intention to use the branded service via qualitative and quantitative methods, and indicated a number of key dimensions that are important for consumers of services such as core service, experience with brand, self-image congruency, feelings, servicescape and interpersonal service, publicity, advertising, price and brand.
Journal ArticleDOI
An examination of the antecedents of repatronage intentions across different retail store formats
Debra Ann Grace,Aron O'Cass +1 more
TL;DR: This paper explored the extent to which repatronage intentions of retail stores are affected by perceived value for money, customer satisfaction and consumption feelings, and examined the effect of store service provision as an antecedent to such consumer evaluations.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
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The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
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A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.