From Service Quality to Perceived Value: A Structural Approach to Customer Experience

Monsivais de la Peña, Horacio, García-Bermúdez, Frida, García-Medellín, Dora and Molina-Morejón Víctor M

International Business Research, 2025, vol. 18, issue 5, 1

Abstract: This study examines the relationship between service quality, customer satisfaction, expectations, and perceived customer value in the context of restaurant services. A conceptual model with four constructs was tested using structural equation modeling (PLS-SEM) based on empirical data collected from customers in northern Mexico. Results confirm that service quality has a significant influence on satisfaction and expectations. However, not all relationships demonstrate predictive relevance. Perceived Customer Value emerges as the most integrative construction, synthesizing the effects of service quality and customer experience. The findings highlight the importance of focusing managerial efforts on what customers truly perceive as valuable. The proposed methodological structure can be applied to similar service contexts to gain a deeper understanding of customer behavior and inform decision-making strategies.

Date: 2025
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