APPROACHES FOR CONCEPTUALIZING CUSTOMER SATISFACTION AND PERCEIVED SERVICE QUALITY

Maria-Cristiana Munthiu () and Iuliana Cetina ()
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Maria-Cristiana Munthiu: Bucharest Academy of Economic Studies
Iuliana Cetina: Bucharest Academy of Economic Studies

Annals of Spiru Haret University, Economic Series, 2012, vol. 3, issue 1, 111-117

Abstract: Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoiled attention from marketers; thus, service companies should be aware of various approaches for conceptualizing their similarities and differences. The relationship between these concepts seems to be unclear and, therefore, marketing specialists should constantly monitor the factors that influence customer satisfaction of services and the importance perceived service quality has among these factors.

Keywords: services quality; perception; expectation; perceived performance; consumer satisfaction (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2012
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