Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector

Sandra Miranda, Patrícia Tavares and Rita Queiró

Journal of Business Research, 2018, vol. 89, issue C, 371-377

Abstract: This study investigates whether different combinations of service quality dimensions affect customer satisfaction. The study uses an extension of SERVQUAL with dimensions specific to the railway industry: comfort, connection, and convenience. We use a fsQCA to examine the responses from an online survey of 352 railway customers. The results show that three different combinations of the service quality dimensions lead to overall customer satisfaction. These combinations contain at least two of the three dimensions specific to the railway industry: comfort, connection, and convenience. Furthermore, the combination of comfort and connection alone captures higher customer satisfaction.

Keywords: fsQCA; Service quality; Satisfaction; Railway industry (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (17)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296317305325
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:89:y:2018:i:c:p:371-377

DOI: 10.1016/j.jbusres.2017.12.040

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().