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Service quality and satisfaction perceptions: curvilinear and interaction effect

Ding Hooi Ting (Faculty of Economics, Universiti Utara Malaysia, Sintok, Kedah, Malaysia)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 October 2004

Abstract

This study focuses on service quality and satisfaction judgments of customers in banking institutions throughout Malaysia. The study attempts to determine the relationship between service quality and satisfaction, where service quality is the independent variable and satisfaction is the dependent variable. On top of this, the inclusion of ownership as a moderator has also been studied. Findings show that service quality is the antecedent of satisfaction. The findings also support a curvilinear relationship for the variables under study. The results also show that bank‐ownership moderates the relationship between service quality and satisfaction. Hierarchical moderator regression is used to test the moderating effect. Implications and future research are also discussed.

Keywords

Citation

Hooi Ting, D. (2004), "Service quality and satisfaction perceptions: curvilinear and interaction effect", International Journal of Bank Marketing, Vol. 22 No. 6, pp. 407-420. https://doi.org/10.1108/02652320410559330

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited