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Influence of perceived quality on customer satisfaction in different stages of services
Nankai Business Review International Pub Date : 2021-07-07 , DOI: 10.1108/nbri-01-2020-0004
Chunchang Xie 1 , Ziqi Sun 1
Affiliation  

Purpose

In response to the call for research on customer experience across the customer journey, this study aims to analyze and compare the effects of perceived quality on customer satisfaction among the different stages of search, experience and credence services.

Design/methodology/approach

This paper constructs a formation model of customer satisfaction based on service stages. Data on perceived quality and customer satisfaction in different stages of search, experience and credence services was collected through experiments and practical survey and the model was empirically tested through multiple linear regression.

Findings

The results show that perceived quality in the preparation and departure stages of search and credence services has a greater influence on customer satisfaction than in the delivery stage. While compared to the preparation stage, the perceived quality in the delivery and departure stages of experience service has a greater influence on customer satisfaction.

Practical implications

This research will help service firms optimize the allocation of service resources according to the importance of different service stages within the three indicated service types, promoting customer satisfaction.

Originality/value

This is the first study of its kind to compare the effects of perceived quality on customer satisfaction among the stages of search, experience and credence services.



中文翻译:

不同服务阶段感知质量对顾客满意度的影响

目的

为了响应对整个客户旅程中的客户体验进行研究的呼吁,本研究旨在分析和比较在搜索、体验和信任服务的不同阶段中感知质量对客户满意度的影响。

设计/方法/方法

本文构建了基于服务阶段的顾客满意度形成模型。通过实验和实践调查收集了搜索、体验和信用服务不同阶段的感知质量和客户满意度数据,并通过多元线性回归对模型进行了实证检验。

发现

结果表明,在搜索和认证服务的准备和出发阶段,感知质量对客户满意度的影响大于交付阶段。而与准备阶段相比,体验服务交付和出发阶段的感知质量对客户满意度的影响更大。

实际影响

本研究将帮助服务企业根据三种服务类型中不同服务阶段的重要性,优化服务资源配置,提升客户满意度。

原创性/价值

这是同类研究中第一次比较搜索、体验和信任服务阶段感知质量对客户满意度的影响。

更新日期:2021-09-08
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