The relationship between service quality and customer satisfaction – a factor specific approach

G.S. Sureshchandar (Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, Tamil Nadu, India)
Chandrasekharan Rajendran (Professor of Operations Management, Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, Tamil Nadu, India)
R.N. Anantharaman (Professor of Industrial Psychology, Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, Tamil Nadu, India)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 July 2002

Abstract

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.

Keywords

Citation

Sureshchandar, G., Rajendran, C. and Anantharaman, R. (2002), "The relationship between service quality and customer satisfaction – a factor specific approach", Journal of Services Marketing, Vol. 16 No. 4, pp. 363-379. https://doi.org/10.1108/08876040210433248

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Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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