Perceived Customer Satisfaction
The motivation behind the present study is to look at the relationship between perceived service quality, perceived value and customer satisfaction. The principle goal is to talk about the effect of perceived service quality and perceived value measurements on customer satisfaction in the hospitality industry. To guarantee consumer loyalty, one needs to understand the components that can accomplish this objective (Sanja Raspor Janković, 2013). To discover whether consumer loyalty can be impacted by perceived service quality and perceived value we need to discover the relationship that exists between them.
What is the effect of perceived service quality and perceived value on customer satisfaction?
The dilemma which we took under consideration
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The conceptual model for the relation between customer satisfaction and perceived value and service quality is: The study framework includes independent and dependent variables. Independent variable represents perceived service quality and perceived value. Specifically, dimensions of perceived service quality and perceived value that will be extracted with exploratory factor analysis. On the other hand, overall customer satisfaction represents dependent variable. The purpose is to assess the relationship between perceived service quality, perceived value and customer satisfaction in the context of hospitality industry. Specifically, the study aims to discuss the impact of the identified dimensions of perceived service quality and perceived value on overall customer satisfaction.
Literature Review
Considerable research has been conducted on perceived service quality, perceived value and customer satisfaction, as these ideas have been perceived as assuming an important part for organization's accomplishment in competitive market (Oh and Parks, 2000; Nadiri and Hussain, 2005). The most widely recognized definition of perceived service quality is the difference customers make between their desires and perceptions of the perceived service (Parasuraman et al., 2005), (Suzana Marković,
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