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The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers

Year: 2016

Type: article

Abstract: This study aims to investigate the interrelationship among service quality, perceived value and customer satisfaction. The data were collected from 5-star Indonesian Airline from Surabaya and Malang, East Java Province, Indonesia. Two hundred observation was used to test the hypothesis. The data were analyzed by using Confirmatory factor Analysis and Structural Equation Modelling. The results illustrate that perceived value plays a partial mediating role between the service quality and customer satisfaction constructs.

Source: Procedia Economics and Finance

DOI: 10.1016/s2212-5671(16)00048-4

Authors: Raditha Hapsari, Michael Clemes, David Dean

Institution: Lincoln University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W2291428079

FWCI: 29.81

Cites: 36

Cited by: 179

Related to: 10