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Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

Author

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  • Malik, Saif Ullah

Abstract

The main objective of this study is to first find out perceived service quality using SERVQUAL and then the role of perceived value as a mediating variable in the service sector of Pakistan. Both descriptive and inferential statistical techniques are used to analyze the effects of independent variables (i.e. perceived service quality) on customer satisfaction (dependent variable) and the role of mediating variable (i.e. perceived value). Stepwise regression analysis is used to examine the effect of the mediating variable (i.e. perceived value) on customer satisfaction. Perceived value was found strongly correlated with satisfaction. Results suggested that perceived value is an important factor in customers’ evaluation of satisfaction. Unlike other studies, I use an aggregate score for perceived service quality instead of service quality characteristics

Suggested Citation

  • Malik, Saif Ullah, 2012. "Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value," MPRA Paper 54733, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:54733
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    File URL: https://mpra.ub.uni-muenchen.de/54733/1/MPRA_paper_54733.pdf
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    Cited by:

    1. Pui Ng & Muhammad Butt & Kok Khong & Fon Ong, 2014. "Antecedents of Green Brand Equity: An Integrated Approach," Journal of Business Ethics, Springer, vol. 121(2), pages 203-215, May.

    More about this item

    Keywords

    Perceived service quality; Service expectation; Service perception; Perceived value; Customer satisfaction and SERVQUAL;

    JEL classification:

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

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