Customer satisfaction and qualities in public service: an intermediary customer perspective

June-Young Rha

The Service Industries Journal, 2011, vol. 32, issue 12, 1883-1900

Abstract: From an intermediary customer perspective, this study empirically investigates the causal relationships between service quality, relationship quality, design quality, and customer satisfaction in the public service value chain. Cross-sectional survey data were collected from social work, childcare, and healthcare services and were analyzed using structural equation modeling. It is found that all the quality dimensions are antecedents to customer satisfaction and relations between quality dimensions show distinctive patterns. The results show that relationship quality does not directly affect customer satisfaction, but can indirectly influence satisfaction through the mediation of both service and design qualities. The effect of the relationship and design qualities on customer satisfaction is stronger than that of service quality.

Date: 2011
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DOI: 10.1080/02642069.2011.574274

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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