 Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived ValueMPRA Paper from University Library of Munich, Germany Abstract: The main objective of this study is to first find out perceived service quality using SERVQUAL and then the role of perceived value as a mediating variable in the service sector of Pakistan. Both descriptive and inferential statistical techniques are used to analyze the effects of independent variables (i.e. perceived service quality) on customer satisfaction (dependent variable) and the role of mediating variable (i.e. perceived value). Stepwise regression analysis is used to examine the effect of the mediating variable (i.e. perceived value) on customer satisfaction. Perceived value was found strongly correlated with satisfaction. Results suggested that perceived value is an important factor in customers’ evaluation of satisfaction. Unlike other studies, I use an aggregate score for perceived service quality instead of service quality characteristics Keywords: Perceived service quality; Service expectation; Service perception; Perceived value; Customer satisfaction and SERVQUAL (search for similar items in EconPapers) Published in International Journal of Marketing Studies No. 1.Vol. 4(2012): pp. 68-76 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:54733 Access Statistics for this paper More papers in MPRA Paper from University Library of Munich, Germany Ludwigstraße 33, D-80539 Munich, Germany. Contact information at EDIRC. |
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