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http://dx.doi.org/10.18807/jsrs.2018.8.4.089

The Service Value Affecting Customer Satisfaction and the Moderator Effect of Switching Barriers  

Byeon, Hyeonsu (Division of Public Administration, Korea National University of Transportation)
Publication Information
Journal of Service Research and Studies / v.8, no.4, 2018 , pp. 89-104 More about this Journal
Abstract
The purpose of this work is to develop a model that understands perceived service value is useful when explaining customer satisfaction and that examines the moderating effects of switching barriers on the relationship between service value and customer satisfaction. Serv-Perval scale which consists of five dimensions was adapted to measure perceived service value. Online and offline questionnaire survey was empirically conducted with respondents who experienced services in the various areas. The results show that five dimensions in Serv-Perval scale had impact on customer satisfaction respectively. And the switching barrier moderates between service value and customer satisfaction. It indicates that perceived value of service forecasts overall assessment on customer satisfaction and needs the optimal use of switching barriers in the service industry were offered.
Keywords
service quality; service value; serv-perval; customer satisfaction; switching barrier;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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