 Impact of perceived value of services and buzz marketing on the relationship between service quality and customer satisfaction: a meta-analysisPraveen Kumar Pandey and Amandeep Dhaliwal International Journal of Services and Operations Management, 2025, vol. 50, issue 4, 415-435 Abstract: This study examined the relationships between service quality (SQ), perceived value (PV), buzz marketing, and customer satisfaction (CS) in the Delhi and NCR regions. The results showed that all four variables are positively related. SQ dimensions such as tangibles, responsiveness, assurance, and empathy positively impacted PV, while reliability had no significant effect. Both PV and buzz marketing had a positive influence on CS. Also, they had a positive and significant moderating effect on the relationship between SQ and CS. These findings suggest that companies in the Delhi and NCR regions can improve CS by focusing on SQ and PV and generating positive buzz about their products and services. Future research could explore the impact of these variables on post-purchase behaviour and the role of customer demographic characteristics on PV. Longitudinal data could also provide more insights into the relationships between these variables. Keywords: services; service quality; perceived value; customer satisfaction; profitability; marketing; buzz; word-of-mouth; WOM. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:50:y:2025:i:4:p:415-435 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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