Examining the impact of service quality: A meta-analysis of empirical evidence

Carrillat, FA; Jaramillo, F; Mulki, JP

Examining the impact of service quality: A meta-analysis of empirical evidence

Carrillat, FA

Jaramillo, F Mulki, JP

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Publication Type:: Journal Article
Citation:: Journal of Marketing Theory and Practice, 2009, 17 (2), pp. 95 - 110
Issue Date:: 2009-04-01

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Field	Value	Language
dc.contributor.author	Carrillat, FA https://orcid.org/0000-0001-6188-1372	en_US
dc.contributor.author	Jaramillo, F	en_US
dc.contributor.author	Mulki, JP	en_US
dc.date.issued	2009-04-01	en_US
dc.identifier.citation	Journal of Marketing Theory and Practice, 2009, 17 (2), pp. 95 - 110	en_US
dc.identifier.issn	1069-6679	en_US
dc.identifier.uri	http://hdl.handle.net/10453/28638
dc.description.abstract	This study combines meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI). Findings from 86 articles containing 115 independent samples and 161 effect sizes representing 42,877 customers are used to test a model of the relationships among the above-referred variables. Results show that SQ has a large effect on CS, AL, and PI. Also, SQ is indirectly related to AL and PI. Because AL and PI are critical indicators of a customer's willingness to engage in a relationship with the firm, this study provides clear evidence that SQ plays a vital role in a firm's quest for building long-term relationships with customers. The effect of measurement and contextual moderators is also analyzed. © 2009 M.E. Sharpe, Inc. All rights reserved.	en_US
dc.relation.ispartof	Journal of Marketing Theory and Practice	en_US
dc.relation.isbasedon	10.2753/MTP1069-6679170201	en_US
dc.subject.classification	Marketing	en_US
dc.title	Examining the impact of service quality: A meta-analysis of empirical evidence	en_US
dc.type	Journal Article
utslib.citation.volume	2	en_US
utslib.citation.volume	17	en_US
utslib.for	1505 Marketing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Marketing Discipline
utslib.copyright.status	closed_access
pubs.issue	2	en_US
pubs.publication-status	Published	en_US
pubs.volume	17	en_US

Abstract:

This study combines meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI). Findings from 86 articles containing 115 independent samples and 161 effect sizes representing 42,877 customers are used to test a model of the relationships among the above-referred variables. Results show that SQ has a large effect on CS, AL, and PI. Also, SQ is indirectly related to AL and PI. Because AL and PI are critical indicators of a customer's willingness to engage in a relationship with the firm, this study provides clear evidence that SQ plays a vital role in a firm's quest for building long-term relationships with customers. The effect of measurement and contextual moderators is also analyzed. © 2009 M.E. Sharpe, Inc. All rights reserved.

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http://hdl.handle.net/10453/28638