Authors
Evangelos Tsoukatos, Graham K Rand
Publication date
2007/7/17
Journal
Managing Service Quality: An International Journal
Volume
17
Issue
4
Pages
467-485
Publisher
Emerald Group Publishing Limited
Description
Purpose
–
The purpose of this research is to examine the effect of culture on service quality and customer satisfaction.
Design/methodology/approach
–
By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested. The relationships between the dimensions of service quality and customer satisfaction, in the light of culture, are further examined.
Findings
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Of the 25 hypothesized relationships between the dimensions of culture and of service quality, 23 are confirmed and the remaining two are directionally supported. The hypothesized importance of the service quality dimensions is also confirmed. However, the expected association between the importance of quality dimensions and the strength of their relationships …
Total citations
Scholar articles
E Tsoukatos, GK Rand - Managing Service Quality: An International Journal, 2007