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Approaches For Conceptualizing Customer Satisfaction And Perceived Service Quality

Author

Listed:
  • MUNTHIU, Maria-Cristiana

    (Bucharest Academy of Economic Studies)

  • CETINA, Iuliana

    (Bucharest Academy of Economic Studies)

Abstract

Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoiled attention from marketers; thus, service companies should be aware of various approaches for conceptualizing their similarities and differences. The relationship between these concepts seems to be unclear and, therefore, marketing specialists should constantly monitor the factors that influence customer satisfaction of services and the importance perceived service quality has among these factors.

Suggested Citation

  • MUNTHIU, Maria-Cristiana & CETINA, Iuliana, 2012. "Approaches For Conceptualizing Customer Satisfaction And Perceived Service Quality," Annals of Spiru Haret University, Economic Series, Universitatea Spiru Haret, vol. 3(1), pages 111-117.
    • Handle: RePEc:ris:sphecs:0168
    as

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    More about this item

    Keywords

    services quality; perception; expectation; perceived performance; consumer satisfaction;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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