Meta-Analysis를 이용한 Service Quality 비교분석

Abstract

This study investigated the conceptualization and measurement of service quality and the relationships among service quality, consumer satisfaction, and repurchasing intentions, because previous literature disagreed in estimation method, measuring scale, and overall model for service quality. The resulting model then was tested using meta-analysis. The Meta-analysis enabled the empirical investigation of a model involving several constructs that had never been examined simultaneously within an individual study.

We dealt with second issues in the area of perceived service quality. First, the SERVQUAL scales were compared with the SERVPERF scales by t-test. Second, the SERVQUAL model was compared with the SERVPERF model by meta-analytic correlation coefficient values using a LISREL model. Finally, managerial implications and future research directions were discussed.