Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services
Abstract
The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of satisfaction is more complex than that of a single service. The study centres on two publicly‐owned multiservice organisations: hospitals, and universities. The particular nature of multiservice organisations is that, when dealing with the influences of the dimensions of perceived quality, it is necessary to take into consideration not only the perceived quality of each of the services, but also the perceived overall quality of the multiservice organisation and the overall satisfaction with it.
Keywords
Citation
Bigné, E., Moliner, M.A. and Sánchez, J. (2003), "Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services", Journal of Services Marketing, Vol. 17 No. 4, pp. 420-442. https://doi.org/10.1108/08876040310482801
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited