A Reexamination of Customer Satisfaction Measurement Model in Service Industry

Kuo, T. P., Chow, T. H., and Duh, F. Y. 2000. A Reexamination of Customer Satisfaction Measurement Model in Service Industry. NTU Management Review, 11 (1): 103-132

Te-Ping Kuo, Associate Professor, Department of Interτiational Trade, Southern Taiwan University of Techonology.
Tai-Hwa Chow, Associate Professor, Department of Business Administration, National Sun Yat-sen University.
Fu-Yann Duh, Associate Professor, Institute of International Business, National Cheng Kung University.

Abstract

In this empirical study of car maintenance, medical care, commercial banking, and supplementary education sectors of service industry, the major findings are: 1) Price is one of the most important factors of customer satisfaction in service industry, it is inappropriate to use service quality concept to measure customer satisfaction in service industry. 2) Both of exploratory and confirmatory factor analysis methods have defects, researchers have to use them carefully.3) There are significant variances of customer satisfaction among four sectors of service industry. 4) Except medical care service sector, there are significant variances of customer satisfaction among firms with different characteristics. 5) The effects of demographics on customer satisfaction are various in different sectors of service industry.  


Keywords

Service quality Customer satisfaction


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