Title: Explore the differences between perceived service quality and customer satisfaction based on customer expectation of service attributes

Authors: Xian-Ying Xu; Shi-Yu Wu; Hao Jing

Addresses: School of Economic and Management, Shenyang Aerospace University, No. 37 Daoyi South Avenue, Shenbei New Area, Shenyang, 110136, China ' School of Economic and Management, Shenyang Aerospace University, No. 37 Daoyi South Avenue, Shenbei New Area, Shenyang, 110136, China ' School of Economic and Management, Shenyang Aerospace University, No. 37 Daoyi South Avenue, Shenbei New Area, Shenyang, 110136, China

Abstract: Customer expectation is the basic construct and has drawn more attention in service marketing, which is the evaluation criterion of customer satisfaction and perceived service quality, and has important influence on customer satisfaction and perceived service quality. This paper, starting with service attribute, compares the differences between perceived service quality and customer satisfaction from customer expectation perspective. First, making clear about the definition of customer expectation and referring to Kano model, we have three kinds of expectation. Choosing catering industry as the empirical background, by MTMM and path analysis, we find that deserved attribute expectation and proper attribute expectation have much influence on perceived service quality, and desired attribute expectation is the biggest influencing factor on customer satisfaction. Lastly, the management directions of expectation, service quality and customer satisfaction are given.

Keywords: customer expectation; perceived service quality; customer satisfaction; service attribute.

DOI: 10.1504/IJSTM.2017.085476

International Journal of Services Technology and Management, 2017 Vol.23 No.3, pp.219 - 236

Received: 13 Jan 2016
Accepted: 04 Jul 2016
Published online: 28 Jul 2017 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article