Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effects of Service Quality and Costs of Power Plant Maintenance Services on Customer Value and Customer Satisfaction

발전설비 정비서비스의 품질과 비용이 고객가치와 고객만족에 미치는 영향

  • Lee, Jin-Ho (Graduate School of Business Administration, Soongsil University) ;
  • Kim, Jong-Hoon (Graduate School of Business, Sogang University) ;
  • Yoo, Han-Joo (Division of Business Administration, Soongsil University)
  • 이진호 (숭실대학교 대학원 경영학과) ;
  • 김종훈 (서강대학교 경영전문대학원) ;
  • 유한주 (숭실대학교 경영학부)
  • Received : 2012.02.12
  • Accepted : 2012.03.05
  • Published : 2012.03.31
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Abstract

The previous researches have addressed the importance of service quality, customer perceived value, and customer satisfaction, but the precise nature of the interrelationship that exist between these constructs still remains a key issue. This study extend the previous researches by developing a conceptual framework linking all of these constructs, additionally including service costs and customer expected value, in a business-to-business setting. The hypothesized model indicates that delivering high quality and lower costs service can create superior customer value and results in higher customer satisfaction. The authors test the hypothesized model on data obtained from power plant operators using structural equation modeling. The results suggest that service quality displays a stronger potential for creating customer value than costs consideration. In addition, the results reveal that managing the customer expected value is important for obtaining higher customer satisfaction.

Keywords

References

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