Service quality and satisfaction – the moderating role of value
Albert Caruana
(Department of Marketing, University of Malta, Msida, Malta)
Arthur H. Money
(Henley Management College, Greenlands, UK)
Pierre R. Berthon
(Cardiff Business School, University of Wales, Cardiff, UK)
13952
Abstract
The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted.
Keywords
Citation
Caruana, A., Money, A.H. and Berthon, P.R. (2000), "Service quality and satisfaction – the moderating role of value", European Journal of Marketing, Vol. 34 No. 11/12, pp. 1338-1353. https://doi.org/10.1108/03090560010764432
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited