{"id":"https://openalex.org/W1962760078","doi":null,"title":"The relationship between customer satisfaction and service quality : a study of three service sectors in Ume\u00e5","display_name":"The relationship between customer satisfaction and service quality : a study of three service sectors in Ume\u00e5","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W1962760078","mag":"1962760078"},"language":"en","primary_location":{"id":"pmh:oai:DiVA.org:umu-48338","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5060425022","display_name":"Jenet Manyi Agbor","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jenet Manyi Agbor","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5060425022"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":72,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.9419999718666077},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.6389999985694885},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9229999780654907},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-sector","display_name":"service sector","score":0.6809999942779541},{"id":"https://openalex.org/keywords/university-customers","display_name":"university customers","score":0.6029999852180481},{"id":"https://openalex.org/keywords/retail-consumers","display_name":"retail consumers","score":0.6570000052452087},{"id":"https://openalex.org/keywords/umea","display_name":"Ume\u00e5","score":0.6359999775886536}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7398506999015808},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7090098857879639},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6686933040618896},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5497992634773254},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.535085141658783},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.35405218601226807},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3476887345314026},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.11321797966957092}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:umu-48338","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},{"id":"mag:1962760078","doi":null,"is_oa":false,"landing_page_url":"https://umu.diva-portal.org/smash/record.jsf?pid=diva2:448657","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:DiVA.org:umu-48338","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W3951449","https://openalex.org/W1490290551","https://openalex.org/W1549078745","https://openalex.org/W1608435993","https://openalex.org/W1689771227","https://openalex.org/W1979432935","https://openalex.org/W1983883977","https://openalex.org/W1999697037","https://openalex.org/W2001916972","https://openalex.org/W2010427130","https://openalex.org/W2011807872","https://openalex.org/W2013121294","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2028304821","https://openalex.org/W2041736172","https://openalex.org/W2044233129","https://openalex.org/W2045281686","https://openalex.org/W2051603279","https://openalex.org/W2055929914","https://openalex.org/W2070054856","https://openalex.org/W2076190352","https://openalex.org/W2089333586","https://openalex.org/W2094013842","https://openalex.org/W2130100489","https://openalex.org/W2151808041","https://openalex.org/W2581243483","https://openalex.org/W2785516689","https://openalex.org/W3147133440"],"related_works":["https://openalex.org/W4399872355","https://openalex.org/W2894935942","https://openalex.org/W3195319865","https://openalex.org/W4297060893","https://openalex.org/W4213328499","https://openalex.org/W2520202085","https://openalex.org/W2605770920","https://openalex.org/W7213562790","https://openalex.org/W3209466155","https://openalex.org/W7171294653"],"abstract_inverted_index":{"It":[0,58,368],"is":[1,13,68,108,266],"obvious":[2],"that":[3,65,263,271,280,293,336,357,371],"customers":[4,140],"are":[5,36,358],"important":[6],"stakeholders":[7],"in":[8,42,119,160,174,277,285,298,304,360,377],"organizations":[9,28,35,303],"and":[10,29,89,98,116,145,152,173,190,194,202,213,224,233,365],"their":[11,45,149],"satisfaction":[12,19,88,115,150,240,276,323],"a":[14,22,175],"priority":[15],"to":[16,27,38,44,70,78,109,124,135,147,168,229,238,247,256,274,294,300,311,320,324,330,346,354,375],"management.":[17],"Customer":[18],"has":[20,51,59],"been":[21,60],"subject":[23],"of":[24,49,55,105,141,154,307,316],"great":[25],"interest":[26],"researchers":[30,64],"alike.":[31],"In":[32],"recent":[33],"years,":[34],"obliged":[37],"render":[39],"more":[40],"services":[41],"addition":[43],"offers.":[46],"The":[47,102,178,260,290],"quality":[48,67,76,91,97,118,127,156,188,201,212,252,265,282,296,364],"service":[50,66,75,80,90,96,117,120,126,155,187,191,200,211,230,251,264,278,281,288,297,308,317,327,363],"become":[52],"an":[53],"aspect":[54],"customer":[56,71,87,114,203,214,239,248,257,275,361],"satisfaction.":[57,72,215,258,342],"proven":[61],"by":[62,349],"some":[63],"related":[69,228,237,246,255],"Others":[73],"used":[74,134,167],"dimensions":[77,189,315],"evaluate":[79],"quality.":[81,318],"What":[82],"about":[83],"the":[84,93,111,125,161,170,184,217,268,286,314,326,333,355],"relationship":[85,94,112,185,198,209],"between":[86,95,113,186,199,210],"dimensions;":[92],"its":[99],"dimensions?":[100],"Purpose:":[101],"main":[103],"purpose":[104],"this":[106,305],"study":[107,179,344],"examine":[110],"sectors":[121,309,328],"with":[122],"respect":[123],"dimensions.":[128,367],"Method:":[129],"Convenience":[130],"sampling":[131],"technique":[132],"was":[133,166,243,253],"collect":[136],"quantitative":[137],"data":[138],"from":[139],"Ume\u00e5":[142],"University,":[143],"ICA":[144],"Forex":[146,195],"get":[148],"levels":[151],"meaning":[153],"which":[157],"were":[158,226,235,337],"substituted":[159],"SERVQUAL":[162,366],"model.":[163],"Chi-square":[164],"test":[165,169],"hypotheses":[171],"separately":[172],"group.":[176],"Findings:":[177],"showed":[180,220],"distinctive":[181],"results":[182,370],"for":[183,341,380],"quality/customer":[192],"satisfaction.ICA":[193],"had":[196,206],"significant":[197,208],"satisfaction;":[204,249],"butUme\u00e5University":[205],"no":[207],"Meanwhile":[216],"group":[218],"result":[219],"that:":[221],"\u00b4responsiveness`,":[222],"empathy\u00b4":[223],"\u00b4reliability\u00b4":[225],"significantly":[227,236,245,254],"quality;":[231],"\u00b4reliability`":[232],"`empathy`,":[234],"but":[241],"`responsiveness`":[242],"not":[244,267],"meanwhile":[250],"Implication/Contribution:":[259],"findings":[261,291],"imply":[262],"only":[269],"factors":[270,335],"could":[272,372],"lead":[273],"sectors;":[279],"dimension":[283],"varies":[284],"different":[287],"sectors.":[289],"suggest":[292],"provide":[295,321],"order":[299],"satisfy":[301],"customers,":[302,325],"kind":[306],"need":[310,329],"improve":[312,331],"on":[313,332],"Also,":[319],"total":[322],"other":[334],"given":[338],"as":[339],"reasons":[340],"This":[343],"contributes":[345],"existing":[347],"theories":[348],"confirming":[350],"or":[351],"adding":[352],"value":[353],"relationships":[356],"involved":[359],"satisfaction,":[362],"provides":[369],"be":[373],"useful":[374],"managers":[376],"business":[378],"organisations":[379],"strategic":[381],"planning.":[382]},"counts_by_year":[{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":12},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":11},{"year":2014,"cited_by_count":6},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}