会议专题

An Empirical Evaluation of Antecedents of Service Quality and Satisfaction across India

In fast growing developing economies like India the marketplace is increasingly becoming crowded and competitive. To face competition the service providers are trying to provide differentiated service in order to have loyal customers by focusing on service quality and customer satisfaction. In this study, an attempt has been made to evaluate consumers understanding of quality and satisfaction, whether they find any difference between these two constructs, if so, on what service dimensions. It has been ascertained by designing and administering two sets of well-structured questionnaires to the respondents. In the first questionnaire quality and satisfaction were presumed as different constructs, while the second questionnaire allows the respondents to indicate whether they find these constructs to be different. The second questionnaire involved experiments where respondents were not prompted the difference between constructs. The various service quality dimensions designed for the present study relate to the hotel industry. The results of this research helped in finding a distinction between quality and satisfaction as various service dimensions had differential impacts on judgments of quality and satisfaction.

Vikas Singla Arvinder Singh Chawla

Both of Punjabi University, Patiala, Punjab, India

国际会议

2011 Academy for Global Business Advancement(AGBAs)8th World Congress(全球商务发展学会第八届国际会议)

大连

英文

608-619

2011-09-15(万方平台首次上网日期,不代表论文的发表时间)