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

Publisher:
M.E.Sharpe Inc
Publication Type:
Journal Article
Citation:
Journal of Marketing Theory and Practice, 2009, 17 (2), pp. 95 - 110
Issue Date:
2009-01
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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 customers willingness to engage in a relationship with the fi rm, this study provides clear evidence that SQ plays a vital role in a fi rms quest for building long-term relationships with customers. The effect of measurement and contextual moderators is also analyzed.
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