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The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers  

Kang, Byung-Suh (The College of Business Administration, Kyung Hee University)
Cho, Chul-Ho (The College of Business Administration, Kyung Hee University)
Baek, Jong-Deuk (The College of Business Administration, University of South Carolina)
Publication Information
International Journal of Quality Innovation / v.8, no.1, 2007 , pp. 27-39 More about this Journal
Abstract
In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.
Keywords
Service Quality; Customer Satisfaction; Dissatisfied Customers;
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