Work

Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence

Year: 2009

Type: review

Study designs: Systematic Review, Meta-Analysis

Abstract: This study combines meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI). Findings from 86 articles containing 115 independent samples and 161 effect sizes representing 42,877 customers are used to test a model of the relationships among the above-referred variables. Results show that SQ has a large effect on CS, AL, and PI. Also, SQ is indirectly related to AL and PI. Because AL and PI are critical indicators of a customer's willingness to engage in a relationship with the firm, this study provides clear evidence that SQ plays a vital role in a firm's quest for building long-term relationships with customers. The effect of measurement and contextual moderators is also analyzed.

Source: The Journal of Marketing Theory and Practice

DOI: 10.2753/mtp1069-6679170201

Authors: François A. Carrillat, Fernando Jaramillo, Jay Prakash Mulki

Institutions: HEC Montréal, The University of Texas at Arlington, Northeastern University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2046356512

FWCI: 6.8

Cites: 49

Cited by: 202

Related to: 10