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Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry

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  • Seyed Mostafa Razavi
  • Hossein Safari
  • Hessam Shafie
  • Kobra khoram

Abstract

This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and customer satisfaction were identified. Then, questionnaires were distributed among the customers of the companies. Next, Factor Analysis and Structural Equation Modelling were used to find the relationships; as a result, the proposed model was extracted. According to findings, there are significant and positive relationships between service quality and customer perceived value, service quality and customer satisfaction and customer perceived value and customer satisfaction in these companies. Furthermore, service quality can predict customer satisfaction more than what customer perceived value does.

Suggested Citation

  • Seyed Mostafa Razavi & Hossein Safari & Hessam Shafie & Kobra khoram, 2012. "Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 3(3), pages 28-37, June.
    • Handle: RePEc:jfr:jms111:v:3:y:2012:i:3:p:28-37
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    References listed on IDEAS

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    1. Mara Cameran & Peter Moizer & Angela Pettinicchio, 2008. "Customer satisfaction, corporate image, and service quality in professional services," The Service Industries Journal, Taylor & Francis Journals, vol. 30(3), pages 421-435, April.
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    Cited by:

    1. Abednego Feehi Okoe & Aihie Osarenkhoe & Robert E. Hinson, 2013. "Using the Analytical Hierarchy Process Framework to Study Bank Selection Criteria of Students in Institute of Professional Studies in Ghana," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 4(3), pages 27-38, August.
    2. Beby Karina Fawzea SEMBIRING & Paham GINTING & RISMAYANI & Ritha Fatimah DALIMUNTHE & Syamsul BAHRI, 2017. "Customer Satisfaction as a Mediator Variable between Service Quality and Customer Loyalty for a Bank in Indonesia," Expert Journal of Marketing, Sprint Investify, vol. 5(2), pages 44-52.
    3. Mona Abd Elghany & Reem Elharakany, 2017. "Questioning Facilities Management in Higher Education in Egyptian Context for Better Decision-Making Process of Funding Allocation," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 129-129, June.
    4. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.

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