Dear all,
I have read several research on perceived quality and customer satisfaction and their relationship. However, I am quite confused with the scales used to measure perceived quality and customer satisfaction because their dimensions are quite the same (or I might read inappropriate references).
Can someone help me find the best sources to measure perceived quality and customer satisfaction using for my thesis?
Thank you very much for your support!
Sincere,
Hi,
what is industry / domain for which you want to measure these constructs?
Regards,
Uday Bhale
Uday Arun Bhale Sorry for my late reply. I am doing this survey for service sector (the stores provide both technology service and products, however they don't produce them)
Thank you very much if you can help!
Sincere,
Diep
Actually you are asking about the scale of the factors which impact perceived service quality, then the perceived service quality will impact the customer satisfaction together with some other factors. However, in some research studies, pp tried to argue that factors which impact perceived service quality can impact directly customer satisfaction. So the answer should be the "scale" for "perceived service quality" and for "customer satisfaction" are quite different
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