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Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions

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Proceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference

Abstract

Service Quality and service satisfaction has been identified as potentially important determinants of service switching. Consequently, there have been calls for resolving issues such as establishing discriminant validity between service quality and satisfaction and assessing their causal ordering and interactive relationships in predicting customer switching intentions. The results of this study indicated that service quality and satisfaction are indeed distinct constructs and that quality is an antecedent to satisfaction. In addition, quality was found to be the key driver of switching intentions. We also found no evidence of an interaction between quality and satisfaction in their influence on switching intentions.

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Author information

Authors and Affiliations

  1. University of New Brunswick, Brunswick, Canada

    Harvir S. Bansal

  2. Queen’s University, Kingston, Canada

    Shirley Taylor

Authors
  1. Harvir S. Bansal
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  2. Shirley Taylor
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Editor information

Editors and Affiliations

  1. Department of Marketing, Louisiana State University College of Business Administration, Baton Rouge, Louisiana, USA

    Elizabeth J. Wilson

  2. Department of Marketing, Louisiana State University College of Business Administration, Baton Rouge, Louisiana, USA

    Joseph F. Hair, Jr.

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Bansal, H.S., Taylor, S. (2015). Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions. In: Wilson, E., Hair, Jr., J. (eds) Proceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13141-2_107

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