Open AccessRelationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry
Author(s) -
Seyed Mostafa Razavi,
Hossein Safari,
Hessam Shafie,
Kobra khoram
Publication year - 2012
Publication title -
journal of management and strategy
Language(s) - English
Resource type - Journals
eISSN - 1923-3973
pISSN - 1923-3965
DOI - 10.5430/jms.v3n3p28
Subject(s) - customer satisfaction , service quality , customer advocacy , customer retention , customer delight , business , marketing , customer equity , customer intelligence , customer to customer , service (business)
This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and customer satisfaction were identified. Then, questionnaires were distributed among the customers of the companies. Next, Factor Analysis and Structural Equation Modelling were used to find the relationships; as a result, the proposed model was extracted. According to findings, there are significant and positive relationships between service quality and customer perceived value, service quality and customer satisfaction and customer perceived value and customer satisfaction in these companies. Furthermore, service quality can predict customer satisfaction more than what customer perceived value does