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Study on the relationship between service quality and customer satisfaction based on meta analysis

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4 Author(s)
Yin Qi ; Bus. Sch., NanKai Univ., Tianjin, China ; Cao Huarui ; Wei Fuxiang ; Zhang Jing

Based on the Meta analysis of the relationship between service quality and customer satisfaction, the paper gets the path model of service quality and proves that there is heterogeneity in the positive correlation between service quality and customer satisfaction. On the support of considerable literature, the paper points out the possible potential mediators that may influence their relationship, and then raises corresponding hypothesis. By using Meta analytical procedures in HLM, the paper proves the above hypothesis and draws a conclusion: the relationship between service quality and customer satisfaction is stronger when we use un-contacted questionnaires, survey in the utilitarian service and high power-distance culture than when we use contacted questionnaires, survey in the hedonic service and low power-distance culture.

Published in:

Advanced Information Management and Service (IMS), 2010 6th International Conference on

Date of Conference:

Nov. 30 2010-Dec. 2 2010