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Quality as Antecedent of Customer Satisfaction

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  • Joy Lynn R. Legaspi

Abstract

Purpose: This paper provides a direction of the level of analysis – individual and products about the attributes that could directly affect quality characteristics. Design/Methodology/Approach: Mapping of what has been researched and what empirical evidences have been reported. Findings: Many of the tools used in managing quality today varies on the type of business and the way management and their employees accept the changes. Some successfully implemented while others did not. Practical Implication: Generalizing quality has been difficult for managers to measure across the individual and products, there are certainly numerous researchers who constructively developed product and service- based quality characteristics. Originality/Value: How complete and valid the explanation about quality attributes the literature provides.

Suggested Citation

  • Joy Lynn R. Legaspi, 2021. "Quality as Antecedent of Customer Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(2), pages 220-230.
    • Handle: RePEc:ers:ijebaa:v:ix:y:2021:i:2:p:220-230
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    References listed on IDEAS

    as
    1. John R. Hauser & Steven M. Shugan, 2008. "Defensive Marketing Strategies," Marketing Science, INFORMS, vol. 27(1), pages 88-110, 01-02.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Joy Lynn R. Legaspi, 2014. "The Impact of Management Accounting Literature to Practice: A Study of Management Accounting Concepts in the Philippines Industries," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 4(2), pages 343-361, April.
    4. Sproles, George B, 1986. "The Concept of Quality and the Efficiency of Markets: Issues and Comments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(1), pages 146-148, June.
    5. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    6. Jorgenson, Dale W, 1990. "Aggregate Consumer Behavior and the Measurement of Social Welfare," Econometrica, Econometric Society, vol. 58(5), pages 1007-1040, September.
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    More about this item

    Keywords

    Attributes; customer satisfaction; extrinsic; intrinsic; product; quality; service.;
    All these keywords.

    JEL classification:

    • M40 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - General
    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting

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