How can service providers best ensure customer satisfaction? This research investigates the relationship between core service quality, relational service quality, perceived value, and customer satisfaction, with future intentions across four different services. Through the information presented, companies can better understand what the customer's point of view is. Results have shown the most important drivers are core service quality and perceived value, while relational service quality is significant, but less important. This shows that the importance varies among services, with core service quality and perceived value being reverse dependent on the service. Lastly, it confirmed a direct link between customer satisfaction and future intentions. This study presents the conclusion that both perceived value and service quality dimensions should be incorporated into customer satisfaction models. This enables a more complete picture of the drivers of satisfaction for a stronger understanding of customer service.
Published in the Journal of Services Marketing, this article dives deep into different important dimensions of customer success. From customer satisfaction, to customer perceived value, this investigation has the potential to add key insights to better customer strategy. Also, this aligns with the focus of the journal to have key marketing tactics to achieve success.