Measuring Service Quality: A Reexamination and Extension
Measuring Service Quality: A Reexamination and Extension
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DOI：
10.1177/002224299205600304
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发表时间：
1992-07
影响因子：
12.9
通讯作者：
J. Cronin;Steven A. Taylor
中科院分区：
文献类型：
--
作者：
J. Cronin;Steven A. Taylor
作者们研究了服务质量的概念化和衡量方法，以及服务质量、消费者满意度和购买意愿之间的关系。文献综述表明，当前服务质量的操作化混淆了满意度和态度。因此，作者们测试了（1）一种操作感知服务质量的替代方法，以及（2）服务质量、消费者满意度和购买意愿之间关系的重要性。结果表明（1）一种基于绩效的服务质量衡量方法可能是衡量服务质量构建的一种改进手段，（2）服务质量是消费者满意度的先行因素，（3）消费者满意度对购买意愿有显著影响，以及（4）服务质量对购买意愿的影响小于消费者满意度。对管理者的启示和未来研究方向进行了讨论。
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.