Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

Rizwan Ali*, Gao Leifu, Muhammad Yasirrafiq, Mudassar Hassan

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

17 Citations (Scopus)
5 Downloads (Pure)

Abstract

This study sets out to investigate the influence of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction particularly in Pakistan telecommunication industry. To test the conceptual framework, multiple regression has been used to analyze the data collected from 450 respondents of Pakistan telecommunication companies operating in the Pakistan. This study reveals number of notable findings including the empirical verification that value, customer expectation and corporate image significantly enhancing the customer satisfaction. We also observed that perceived service quality is negatively related to customer satisfaction but insignificant. Furthermore results shows that gender provides no basis for differentiation among variables in determining the customer satisfaction.

Original languageEnglish
Pages (from-to)1425-1436
Number of pages12
JournalJournal of Applied Business Research
Volume31
Issue number4
DOIs
Publication statusPublished - 10 Jul 2015
Externally publishedYes

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