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The determinants of perceived service quality and its relationship with satisfaction

Haksik Lee (Professor of Marketing, Department of Business Administration, Hong Ik University, Seoul, Korea.)
Yongki Lee (Assistant Professor of Marketing, Department of Business Administration, Chungju University, Chungju, Korea.)
Dongkeun Yoo (Professor of Marketing, Department of Business Administration, Sejong University, Seoul, Korea.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 June 2000

Abstract

Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service quality vary across service industry types. Three service firms were selected and respondents were interviewed in each firm. As hypothesized, the performance model appeared to be superior to the gap model. In addition, the result shows that perceived service quality is an antecedent of satisfaction, rather than vice versa. Finally, tangibles appeared to be a more important factor in the facility/equipment‐based industries, whereas responsiveness is a more important factor in the people‐based industries. Managerial implications and future research directions are discussed.

Keywords

Citation

Lee, H., Lee, Y. and Yoo, D. (2000), "The determinants of perceived service quality and its relationship with satisfaction", Journal of Services Marketing, Vol. 14 No. 3, pp. 217-231. https://doi.org/10.1108/08876040010327220

Publisher

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MCB UP Ltd

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