Analyzing structural relationships between service quality, disconfirmation, satisfaction and loyalty / Wei Mei Chin

Wei, Mei Chin (2010) Analyzing structural relationships between service quality, disconfirmation, satisfaction and loyalty / Wei Mei Chin. Asia-Pacific Management Accounting Journal, 5 (2). pp. 31-44. ISSN 1675-3194

Abstract

This research aims to analyze the relationships between service quality, disconfirmation, satisfaction, and loyalty. A structured methodology combined with both models in overall evaluation (e.g. Fornall et al.) and disconfirmation(e.g. Oliver et al.) were used in order to
capture the perceptions of satisfaciton. Customer satisfaction is widely used due to its importance to organizations, the measurement of customer satisfaction has its problems. Many scholars then started to research on this idea, today there is much ambiguous evidence in the worldwide journals. Early researchers considered satisfaction as antecedent factors that affect service quality, different opinions of causal relationship discussed in the past, that consider satisfaction generate service quality via word-of-mouth, service loyalty, later researchers, however, considered service quality as the important factor that affect satisfaction. Thus, how service quality is evaluated, what kind of value is perceived, whether the customer is satisfied with the product/service, and what is the intended behavior towards the purchase experience. In this study, basically we adopt the views of Oliver in service quality by expectation level and perceptions of disconfirmation and Czepiel and Fornell by considering customer satisfaction as a type of overall evaluations as a model of measurement.

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Item Type: Article
Creators:
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Wei, Mei Chin
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Accountancy
Journal or Publication Title: Asia-Pacific Management Accounting Journal
UiTM Journal Collections: UiTM Journal > Asia-Pacific Management Accounting Journal (APMAJ)
ISSN: 1675-3194
Volume: 5
Number: 2
Page Range: pp. 31-44
Keywords: Service quality, disconfirmation, customer satisfaction, loyalty, expectation, word-of-mouth
Date: December 2010
URI: https://ir.uitm.edu.my/id/eprint/10805
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