Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value
International Journal of Marketing Studies, Vol. 4, No. 1, February 2012
9 Pages Posted: 2 Feb 2012 Last revised: 7 Feb 2012
Date Written: February 1, 2012
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.
Keywords: perceived service quality, service expectation, service perception, perceived value, customer satisfaction and SERVQUAL
JEL Classification: M31
Suggested Citation: Suggested Citation