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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/3260

Title: Merging service quality and service satisfaction - An empirical test of an integrative model
Authors: de Ruyter, K
BLOEMER, Johanna
Peeters, P
Issue Date: 1997
Publisher: ELSEVIER SCIENCE BV
Citation: JOURNAL OF ECONOMIC PSYCHOLOGY, 18(4). p. 387-406
Abstract: Recent research linking service quality and service satisfaction has raised issues which require conceptual and empirical elaboration. Among these are the conceptual overlap as well as distinctions between these two customer judgments, the role of expectations and perceptions and the question whether service satisfaction is a superordinate concept to quality or vice versa. In this article an integrative model is presented in which both concepts and their antecedents are delineated on the basis of conceptual advances made in the services marketing literature recently. Moreover, this model is empirically tested in a health care setting to determine the nature of the relationship between service quality and service satisfaction. The results suggest that service quality should be treated as an antecedent of service satisfaction. It was also found that service satisfaction, in addition to service quality, is a direct function of disconfirmation and perception. Furthermore, service quality and disconfirmation seem to be directly related to perception.
Notes: LIMBURGS UNIV CTR,FAC APPL ECON,B-3590 DIEPENBEEK,BELGIUM.deRuyter, K, UNIV LIMBURG,FAC ECON & BUSINESS ADM,DEPT MKT & MARKET RES,POB 616,NL-6200 MD MAASTRICHT,NETHERLANDS.
URI: http://hdl.handle.net/1942/3260
DOI: 10.1016/S0167-4870(97)00014-7
ISI #: A1997XD28500003
ISSN: 0167-4870
Type: Journal Contribution
Appears in Collections: Research publications

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