“Customer Satisfaction and Service Quality: Two Constructs or One?”


Abstract: Researchers agree that customer satisfaction and service quality are both important tools for creating competitive advantage. However, there is a lack of consensus on whether the two are separate constructs and how they should be measured. This paper presents a number of conceptualizations of customer satisfaction and service quality based on disconfirmation, a transac­tional versus global view, and the inclusion of cognitive and/or affective factors. Measurement issues regarding the separation/overlap and causal links between the two constructs are also discussed. Possible antecedents and consequences of both constructs are examined and sug­gestions for future conceptualization and measurement of the constructs are provided.


Sole Author:   Pratibha A. Dabholkar  

(Email: pratibha@love-and-learning.info)


Source: Enhancing Knowledge Development in Marketing, 1993, Chicago: American Marketing Association, Volume 4, 10-18.

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