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Developing Service Quality Model Considering Consumer´S Affective Response

Author

Listed:
  • Jiri Podhirna Ph.D

    (Soongsil University)

  • Seungho Cho Ph.D

    (Soongsil University)

Abstract

The purpose of this research is to analyze service quality expectation, affective response and total satisfaction to develop the SERVQUAL model by new dimension. The importance of this research was related to the affective response dimension which influence the customers’ overall satisfaction, and this plays important role in case of the development of the SERVQUAL model. The focus was on international airlines operating in South Korea. To investigate the possibility, this research conducted a person-administered survey on a consumer who uses international airline. The findings of the research showed that the previous SERVQUAL model was significantly strong to explain consumer’s satisfaction, and affective responses were significant.

Suggested Citation

  • Jiri Podhirna Ph.D & Seungho Cho Ph.D, 2020. "Developing Service Quality Model Considering Consumer´S Affective Response," International Journal of Entrepreneurship, Allied Business Academies, vol. 24(3).
    • Handle: RePEc:ris:ijentr:0118
    as

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    More about this item

    Keywords

    Customer Service; Service Quality Model; Affective Response; Airline Service;
    All these keywords.

    JEL classification:

    • P36 - Political Economy and Comparative Economic Systems - - Socialist Institutions and Their Transitions - - - Consumer Economics; Health; Education and Training; Welfare, Income, Wealth, and Poverty

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