TY  - JOUR
AB  - 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.
VL  - 16
IS  - 4
SN  - 0887-6045
DO  - 10.1108/08876040210433248
UR  - https://doi.org/10.1108/08876040210433248
AU  - Sureshchandar G.S.
AU  - Rajendran Chandrasekharan
AU  - Anantharaman R.N.
PY  - 2002
Y1  - 2002/01/01
TI  - The relationship between service quality and customer satisfaction – a factor specific approach
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 363
EP  - 379
Y2  - 2024/04/23
ER  -