Abstracts: September 19th, 1998

Nicholls J A F, Gilbert G R, Roslow S

Journal of Consumer Marketing, (UK), 1998 Vol 15 No 3
Start page: 239 No of pages: 13

Aims to help organizations develop an instrument with which to measure customer satisfaction within a service setting. Reviews the literature relating to service quality and customer satisfaction, focusing on customer expectation, technical and functional approaches, the influence of time, and service quality versus service satisfaction. Focuses on the immediate service encounter rather than recollection; outlines the seven-stage process used to develop the instrument: researching, investigating, testing
and refining the preliminary instrument and developing, administering and analysing the final version. Finds that private-sector customers (book shops, banks, bowling alleys and race courses) demonstrate higher levels of satisfaction than do public-sector customers (university library and cafe, public transport and cruise liner). Presents implications and recommendations for managers, claiming that this instrument is valuable for making comparisons and measuring against US Government targets. Briefly looks at further uses for the test.

Subject(s): SERVICE QUALITY, CUSTOMER SATISFACTION, PRIVATE SECTOR, PUBLIC
SECTOR, MARKETING RESEARCH
Database: MDA: Marketing & Distribution Abstracts
Style: Survey. Reference: 27AP016

Reproduced by permission of Anbar Management Intelligence
http://www.anbar.co.uk/management/home.htm