Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

By S. Malik. 2012

186 citations recorded by the source corpus.

The main objective of this study is to first find out perceived service quality using SERVQUAL and then the role of perceived value as a mediating variable in the service sector of Pakistan. Both descriptive and inferential statistical techniques are used to analyze the effects of independent variables (i.e. perceived service quality) on customer satisfaction (dependent variable) and the role of mediating variable (i.e. perceived value). Stepwise regression analysis is used to examine the effect of the mediating variable (i.e. perceived value) on customer satisfaction. Perceived value was found strongly correlated with satisfaction. Results suggested that perceived value is an important factor in customers’ evaluation of satisfaction. Unlike other studies, I use an aggregate score for perceived service quality instead of service quality characteristics

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/2a78414884d756ac4fca58837cbdb53de3dcc1a0

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In Information Systems and Management

1. Tao Li
2. Salman Zulfiqar
3. Saira Aziz
4. Hung-Che Wu
5. Waseem Bahadur

In Marketing

1. Hung-Che Wu
2. Mengyun Li
3. Tao Li
4. Salman Zulfiqar
5. Saira Aziz
6. Waseem Bahadur
7. Ching-Chan Cheng
8. Chi-Han AI

In Organizational Behavior and Human Resource Management

1. Hung-Che Wu
2. Mengyun Li
3. Tao Li
4. Salman Zulfiqar
5. Saira Aziz
6. Waseem Bahadur
7. Ching-Chan Cheng
8. Chi-Han AI

Citations in the corpus

• Product Perceived Quality and Purchase Intention with Consumer Satisfaction (2015, background): “Earlier experiential researches in this field tend to emphasize on these, perceived service, mediating role of perceived value and superiority customer satisfaction (Malik, 2012).”
• Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, background): “SQ relates to the delivery of services while satisfaction is associated with the customers’ experiences of services (Malik, 2012).”
• A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2018, background): “Numerous researchers (e.g., Buttle, 1996; Hirmukhe, 2012; Johns & Howard, 1998; Malik, 2012; Pakdil & Aydin, 2007; Parasuraman et al., 1988) have reported different dimensions for expectations, perceptions, and gap scores.”