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Journal cover: Asian Journal on Quality

Asian Journal on Quality

ISSN: 1598-2688
This journal ceased publication in 2012

Online from: 2000

Subject Area: Managing Quality

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The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers


Document Information:
Title:The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers
Author(s):Byung-Suh Kang, (The College of Business Administration, Kyung Hee University, Seoul, Korea), Chul-Ho Cho, (The College of Business Administration, Kyung Hee University, Seoul, Korea), Jong-Deuk Baek, (The College of Business Administration, University of South Carolina, Columbia, SC, U.S.A.)
Citation:Byung-Suh Kang, Chul-Ho Cho, Jong-Deuk Baek, (2007) "The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers", Asian Journal on Quality, Vol. 8 Iss: 1, pp.27 - 39
Keywords:Customer satisfaction, Dissatisfied customers, Service quality
Article type:General review
DOI:10.1108/15982688200700003 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer’s comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.



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