Modeling Perceived Service Quality Using Different Comparison Stndards

Abstract

It has been suggested that the difference between satisfaction and perceived service quality can be explained by the nature of the comparison standard and performance measure. Eight different comparison standards, two performance and satisfaction measures and one measure of intentions to behave were collected in a field study of restaurants. The results indicate that 1) of the comparison standards deserved service is the best
predictor of overall satisfaction with a transaction and intentions to behave 2) of the inferred disconfirmation measures acceptable service and excellent service, when subtracted from perceived performance this time, are the best at explaining satisfaction and intentions, 3) performance alone is the best predictor of satisfaction, 4) the most frequently used measure of perceived service quality, excellent service subtracted from performance over several transactions was not connected with either satisfaction or intentions to behave, and 5) previous experiences with the service affect the evaluation of satisfaction with a transaction.