The determinants of perceived service quality and its relationship with satisfaction

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 qualit...

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Veröffentlicht in:	The Journal of services marketing 2000-06, Vol.14 (3), p.217-231
Hauptverfasser:	Lee, Haksik, Lee, Yongki, Yoo, Dongkeun
Format:	Artikel
Sprache:	eng
Schlagworte:	Comparative analysis Customer satisfaction Customer services Marketing Perceptions Quality Quality of service Quantitative psychology Regression analysis Service industries Service quality Studies Telephone companies Validation studies Validity
Online-Zugang:	Volltext
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