Customer Perceptions of Service

I. Customer Satisfaction

 

A. Satisfaction

 

B. Antecedents of Satisfaction

 

1. Customer Expectations

 

2. Perceived Quality

 

3. Perceived Value

 

 

C. Outcomes of Satisfaction
1. Voice

 

2. Loyalty

 

 

II. Service Quality

 

A. Service Quality

 

B. Dimensions of Service Quality (SERVQUAL)

 

 

 

 

C. Criticisms of SERVQUAL

 

 

Copyright © 2007 Drew Martin

Questions and Comments to: drmartin@hawaii.edu

This document was last modified January 5, 2007