An empirical examination of a model of perceived service quality and satisfaction

Abstract

Perceived service quality and satisfaction have generally been conceptualized to be distinct constructs, but there isn't a good understanding of their relationship. While the two constructs are very similar, little research has empirically examined the distinction. This study discusses the conceptual arguments for the distinction, and examines the empirical distinction by testing a recently proposed model of service quality and satisfaction. Results indicate that the two constructs are, in the present case, distinct, and there is some support for the model, with several modifications.