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http://dx.doi.org/10.7469/JKSQM.2012.40.1.073

The Effects of Service Quality and Costs of Power Plant Maintenance Services on Customer Value and Customer Satisfaction  

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)
Publication Information
Journal of Korean Society for Quality Management / v.40, no.1, 2012 , pp. 73-87 More about this Journal
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
Quality; Costs; Customer Perceived Value; Expected Value; Customer Satisfaction;
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