The Effect of Service Fairness on Service Quality, Customer Satisfaction and Customer Loyalty

Author

Zhao Jianfen ; Zhang Mingli ; Kong Qingmin

Author_Institution

Economic & Manage. Dept, Beihang Univ., Beijing, China

fYear

2010

fDate

24-26 Aug. 2010

Firstpage

1

Lastpage

4

Abstract

We study the effect of service fairness on service quality, customer satisfaction and customer loyalty. An Structural Equation Modeling analysis was conducted on the hospital industry. The results show that procedural justice and interactional justice obviously effect customer perceived service quality positively. Moreover, the results show that procedural justice, interactional justice and distribute justice all effect customer satisfaction and customer loyalty directly or indirectly. Based on the results, this study explains the practical and academic implications for service fairness.

Keywords

customer satisfaction; customer services; hospitals; service industries; customer loyalty; customer satisfaction; distribute justice; hospital industry; interactional justice; procedural justice; service fairness; service quality; structural equation modeling analysis; Customer satisfaction; Decision making; Hospitals; Loading; Mathematical model; Reliability;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science (MASS), 2010 International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5325-2

Electronic_ISBN

978-1-4244-5326-9

Type

conf

DOI

10.1109/ICMSS.2010.5577163

Filename

5577163