DEVELOPING SERVICE QUALITY MODEL CONSIDERING CONSUMER´S AFFECTIVE RESPONSE

Jiri Podhirna Ph.D and Seungho Cho Ph.D
Additional contact information
Jiri Podhirna Ph.D: Soongsil University
Seungho Cho Ph.D: Soongsil University

International Journal of Entrepreneurship, 2020, vol. 24, issue 3

Abstract: The purpose of this research is to analyze service quality expectation, affective response and total satisfaction to develop the SERVQUAL model by new dimension. The importance of this research was related to the affective response dimension which influence the customers’ overall satisfaction, and this plays important role in case of the development of the SERVQUAL model. The focus was on international airlines operating in South Korea. To investigate the possibility, this research conducted a person-administered survey on a consumer who uses international airline. The findings of the research showed that the previous SERVQUAL model was significantly strong to explain consumer’s satisfaction, and affective responses were significant.

Keywords: Customer Service; Service Quality Model; Affective Response; Airline Service (search for similar items in EconPapers)
JEL-codes: P36 (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:ris:ijentr:0118

Access Statistics for this article

International Journal of Entrepreneurship is currently edited by Nicolaj Hannesbo Petersen

More articles in International Journal of Entrepreneurship from Allied Business Academies
Bibliographic data for series maintained by Mouawiya Al Awad ().