n Management Dynamics : Journal of the Southern African Institute for Management Scientists - An empirical assessment of the relationships between service quality, satisfaction and value : a tourism study

Volume 11, Issue 3
  • ISSN : 1019-567X



This study considers the interplay between customer satisfaction, service quality and value in a tourism environment. The basic point of departure is that the business of marketing is still customer satisfaction, and that customer satisfaction will determine value perceptions and thus eventually behavioural intentions such as actual buying. However, marketers and particularly tourism marketers need to develop accurate models of the process by which these constructs interact. A theoretical model of the hypothesised relationships in the customer's service assessment process is proposed and empirically tested in a tourism environment. The findings of this study provide considerable empirical support for the Experiential Model of Service Evaluation. The model suggests a definite causal ordering : that service quality influences customer satisfaction, which in turn determines value perceptions.

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