I just want to find the relationship between these two constructs. Is there any correlation between Service Quality and Customer Satisfaction? Which one is independent and which is dependent variable? Perhaps you can refer me to some quality papers that have investigated the relationship between these two constructs.
There are many empirical studies on the impact of service quality on customer satisfaction.
Read the following article:
Monique Murfield, Christopher A. Boone, Paige Rutner, Rodney Thomas, (2017) "Investigating logistics service quality in omni-channel retailing", International Journal of Physical Distribution & Logistics Management, Vol. 47 Issue: 4, pp.263-296, https://doi.org/10.1108/IJPDLM-06-2016-0161
See:
Article Relating Patient Satisfaction to Nurses’ Job Satisfaction, J...
The following papers should also be helpful:
- Cronin, J., J. J and Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 3, pp. 55-68.
- Dabholkar, P., A. and Overby, J., W. (2005). Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International Journal of Service Industry Management, 16, 1, pp. 10-27.
- Qin, H. and Prybutok, V. R. (2008). Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions. The Quality Management Journal, 15, 2, pp. 35-50.
- Qin, H. and Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences, 1, 1, pp. 78-95.
- Reeves, C. A. and Bednar, D. A. (1994). Defining Quality: Alternatives and Implications. Academy of Management Review, 19, 3, pp. 419-445.
- Taylor, S. A. and Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70, 2, pp. 163-178.
Extensive research has been done on these constructs across service industries.How ever some moderated or mediated relationships may be tested. Mostly customer satisfaction is studied as a dependent variable.
What about this:
Service is subjectively determined by the consumer as P-E (perceived minus expected). QoS also is subjectively determined by the consumwer as well, and should also reflect P-E.
Both are describing the same variable, therefor there is no difference between the two. The only difference is in terms of how you measure the two. That can be flawed by expressing the two in different terms/metrics. Using such metrics would most likely lead to different outcomes, as the definitions and measurement techniques vary. This means that you can even get negative correlations between both measures of the same variable :-(.